Print Fleet Administrator

Responsibilities

• Daily support of site-specific network and workstation operating systems, workstation connectivity, and end-user applications.
• Responds to end user calls as a first line of technical support, gathering information to resolve the issues, and /or assisting others in the resolution of the problem in a timely, accurately, and professional manner.
• The Associate Applications Analyst logs each call and strives to resolve the issues while the end user remains on the phone. If the call cannot be resolved within 15 minutes, the Associate Applications Analyst is responsible for escalating the call to the attention of an Engineer (Level 2).
• The Associate Applications Analyst should always Listen, Understand, Communicate, and then deliver support to the end user.
• Continuously informs the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.
• When instructed by IT or the Help Desk Manager, the Associate Applications Analyst keeps end users informed of any major problems or scheduled down times as they call in for support.
• Tests new or enhanced applications including systems enhancements and provides feedback to the Help Desk Manager as well as the Client Site Manager of User Support.
• Provides end users with detailed remote access knowledge, and documents complete trouble shooting information.

Qualifications

• A High School Diploma or Secondary School Degree preferred.
• Technical Training & Certifications such as A+, NETWORK +, MCP, MCSE, MOUS are a plus.
• IT Help Desk support experience (application & hardware support) is typically required.