Computer Technician

Position Purpose

The IT Service Desk provides essential support for information technologies at Liberator Medical Supply, Inc. IT Service Desk provides direct support to Liberator's staff as they use information technologies to advance the business's mission. Service Desk staff work in a dynamic, fast-paced call center that provides services over the phone, through e-mail, chat, and in person.

Primary Duties and Responsibilities

• Customer Service:

  • Service Desk staff are responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
  • Investigation and use of a knowledgebase is required to find the correct solution. Staff follow-up with all customers to ensure a good experience is required. Ability to communicate effectively and professionally with members at all levels across the Liberator global community is essential.
  • Keeping support services running smoothly and efficiently is a priority at the IT Service Desk, and all staff are required to perform other office work as necessary from time to time.

• Computing Information and Referral:

  • Service Desk staff provide general information about computing services at Liberator. This includes information about access to services provided by IT and other Liberator departments. Service Desk staff must be familiar with and abide by company policies associated with responsible use of information technologies.
  • Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk, and make accurate referrals to other service providers as needed.

• Problem Resolution:

  • Service Desk staff work directly with customers to resolve their problems accessing Liberator networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
  • Staff members work in teams that specialize in Windows computing.

• Training:

  • Information technology at Liberator is highly dynamic. Service Desk staff have the ability to acquire and maintain a working knowledge of a wide range of applications and services. Staff members must be continually aware of changes that directly affect members of the Liberator’s community.
  • In order to develop and maintain this knowledge, Service Desk staff are required to attend regular meetings and training activities.

Ancillary Duties and Responsibilities

Performs other duties and tasks as assigned or directed

Reporting Relationship Responsibilities

No supervisory responsibilities

Minimum Requirements or Qualifications

• High School Diploma or equivalent Information Technology training or degree in related field and/or 1 year IT work experience.

• Past work experience in a high-traffic customer service setting.

• Excellent verbal and written communication skills.

• Knowledge of commonly used concepts, practices, and procedures for end user technical support.

• Strong customer service experience.

• Excellent phone etiquette.

• Strong problem solving and research skills.

• Experience using Microsoft application and cloud services.

• Functional knowledge of Windows computing.

Physical Demands

While performing the duties of this job, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.

Work Environment

While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.