Address
Form of workPURPOSE
PURPOSE
Under general supervision, provide technical software and hardware problem resolution to all Action computer users by performing question/problem diagnosis and guiding users through step-by step; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; troubleshoot network printer problems; pass more complex end-user problems on to level 2 support or level 3 support. Technician will troubleshoot end user requests received via phone, email, or ticketing system.
ESSENTIAL FUNCTIONS
ESSENTIAL FUNCTIONS
- Keep up to date with the latest technologies and systems.
- Develop, recommend and document plans, policy, standards, procedures and checklists.
- Responds to telephone calls, email, and requests for technical support.
- Escalate and delegate problems to appropriate IT staff and support vendors when required.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and the evaluation of customer satisfaction.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical manuals, or governmental regulations.
- Assist in keeping project information and timelines updated for IT.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, or associates.
- Ability to lift and/or move up to 20 pounds and occasionally lift and/or move up to 50 pounds.
· {C}{C}{C}Sets a positive example for associate relations.
· {C}{C}{C}Interacts with associates to obtain feedback on product quality and service levels. Effectively responds to and handles associate problems and complaints.
· Must be able to sit for prolonged periods of time in front of a computer.
· Each associate is expected to carry out all reasonable requests of management which the associate is capable of performing.
Experience
- Previous Help Desk experience is preferred.
- Experience should include supporting users with PC, printing, and other common end user issues in a corporate environment.
Skills and Knowledge
- Microsoft desktop operating systems and office clients
- Hardware troubleshooting of PCs
- Basic understanding of the principles of network systems and IP addressing
- Respond to requests for technical assistance via phone, email, or ticketing system
- Diagnose and resolve technical hardware and software issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard Help Desk procedures
- Log all Help Desk interactions
- Identify and escalate situations requiring urgent attention
- Track and route problems and requests and document resolutions
- Prepare activity reports and perform trend analysis on problems reported
- Stay current with system information, changes and updates
- Must be able to break complex problems down to manageable tasks and work all tasks through to completion.
- Strong communication skills (verbal, listening, writing)
- Strong organization and analytical skills
- Effective conflict management skills
- Effective change management skills
- Strong customer and associate relation skills
Education or Certification
- High School Diploma or equivalent required
- Associate’s degree from an accredited college, technical, business, or vocational school in information systems, computer science or a closely related field is preferred
- One year of relevant professional experience
- Current MCP, A+, Server+, or Network + Technical Certifications a plus
