2) Duties and Responsibilities (essential functions):
A) Acts as a single point of contact for phone calls and emails from users regarding IT issues and inquiries.
B) Identifies, researches and resolves technical problems.
C) Documents, tracks and monitors problems to ensure timely resolution.
D) Assists in tracking help desk calls pertaining to application, networking, and systems problems and issues. This includes logging the call and entering ticket in IT ticketing system.
E) Promotes a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.
F) Corrects application issues, solve network and security problems and identify common PC software and hardware problems.
G) Provides hardware support for PCs and Laptops, such as installing replacement hardware or upgrading hardware.
H) Assist the Desktop support team imaging and upgrading computers. This includes backup and restore of user data, email configuration, and installation and configuration of other software.
I) Provides support for Apple mobile phones, such as setting up devices, troubleshooting and fixing issues, and upgrading software.
J) Provide support for Galaxy tablets and hand held wireless scanners. This includes setting up the tables and scanners, and troubleshooting and fixing issues.
K) Supports Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors and other peripherals.
L) Provides support for Windows XP, Windows 7 and Windows 10 by evaluating and troubleshooting issues including running in-depth diagnostics.
M) Assigns user-name, password, and access right permissions for multiple proprietary applications, as well as client software.
N) Performs other duties as assigned.
A) Knowledge and Skills:
i) Excellent communication skills and telephone manner.
ii) Excellent organizational skills
iii) Incident Management experience – Managing incidents including business expectations and communication
iv) Basic User & Security Group Active Directory administration
v) Strong knowledge of Microsoft based operating systems and Office products
vi) Experience with using and troubleshooting Lotus Notes within a network environment (permissions, calendar sharing, delegation)
vii) A self-motivated achiever who gains satisfaction from providing excellent customer service
viii) Proficient knowledge of PC's, Internet usage (e-mail), and related development software.
ix) Experience utilizing IT ticketing systems.
B) Education and Experience:
i) IT related Associate's degree or certification required. Bachelor's degree preferred.
ii) 2 years previous IT Service Desk and/or Call Center experience required. A+ Certification is a plus.
Acts in accordance with company values and related competencies.
D) Communication Skills:
Must have the ability to generate written communication and to operate required office equipment. Ability to read and review written communication. Speech and hearing abilities that allow individual to communicate clearly and distinctly in English.
E) Reasoning Ability:
Ability to solve problems and think strategically.
This position requires extended periods of sitting while working with computers and viewing computer monitors and other office equipment. Finger dexterity needed in using misc. office equipment such as telephone, computer and copy machine, etc. Bending, stooping, reaching, and lifting up to approximately twenty pounds are required during tasks related to the job.
- © Safran