Computer Support Specialist

Responsibilities

• Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
• Documents, maintains, upgrades or replaces hardware and software systems.
• Supports and maintains user account information including rights, security and systems groups.
• Receives and documents all user support calls, Emails in the IT Web Help Desk application for problem resolution.
• Escalates tickets when issues are not easily identified or corrected.
• Provides help desk coverage, direction of problem resolution of workstation hardware, software and printers.
• Maintains and updates the help desk database.
• Tracks and follows up on unresolved issues and reports same as requested.
• Relies on experience and judgment to plan and accomplish goals.
• Performs a variety of IT related tasks as assigned.
• Works under general supervision; reports to the Director of IS Support Services.
• Evaluates documented resolutions to analyze trends for prevention of future problems.
• Alerts management of emerging trends in incidents.

Requirements

• An associate's degree or its equivalent desired and 2-5 years of experience in the field or in a related area.
• A certain degree of creativity and latitude is required.
• Certification in A+, CCNA and/or Network + desirable.

Additional Responsibilities

• Deliver support and training to end users in the organization on the various types of software programs efficiently and effectively in fulfilling business objectives.
• Affiliate with development and improvement of in-house software applications training programs and related courseware.
• Provide End-User Training as required.
• Create and deploy feedback mechanisms for end users.
• Analyze results, make recommendations for support process improvement, and implement changes.