The candidate needs to have strong analytical skills with attention to detail and accuracy, and strong organizational skills with the ability to handle multiple tasks simultaneously. The candidate should be able to work independently and must be able to work effectively in a team environment. Excellent written and verbal communication skills are essential.

Essential Functions

• Provides 1 st level phone and onsite support to end users.
• Prioritizes a combination of assigned tickets, calls, meetings and projects.
• Responds to IT service requests via phone, e-mail, ticket or onsite.
• Contributes to the team’s knowledge base
• Provides in-depth computer hardware and peripheral troubleshooting.
• Identifies and escalates situations requiring urgent attention.
• Addresses and resolves incidents and service requests with end user; logs all incidents and requests, documents resolutions and tasks performed.
• Engages various resources to resolve incidents that are beyond the scope of his/her ability or responsibility to include triage of incidents and service requests to other IS/IT teams as appropriate.
• Installs and maintains computer hardware and software.
• Develops and tests procedures to assure adherence to standards.
• Maintains accurate asset tracking and inventory records.
• Conducts appropriate follow-up for incidents and service requests.
• Keeps accurate logs of system and software maintenance.
• Respects and maintains confidentiality.
• Works in a safe, compliant and ethical manner at all times.

Requirements:

• A minimum of an AAS degree. Experience in lieu of education will also be considered.
• Must be a self-starter and have excellent organizational, communication and interpersonal skills.

• Advanced knowledge and proven record deploying and supporting Microsoft Office applications
• Proven troubleshooting and diagnostic skills.
• Must be a detail-oriented self-starter with minimal supervision.
• Excellent verbal and written communication skills. Able to explain technical issues in clear and understandable manner.
• Strong customer service orientation.

Working Conditions:

The majority of work will be performed at end users locations which may vary in terms of quality of workspace. Must be able to lift, carry, and reposition all parts of user workstations, servers, network appliances, printers and other information technology equipment as required. Consecutive hours spent at a time sitting in front of computer monitor and using keyboard and mouse.

Skills Required : Experience