Technical Support

Essential Duties and Responsibilities

• Provides support to end-users on a variety of issues.
• Identifies, researches and resolves technical problems.
• Responds to telephone calls, e-mail and employee requests for technical support.
• Performs software and application installation and upgrades.
• Documents, tracks and monitors problems to ensure resolution in a timely manner.
• Administers end-user workstations and supports end-user activities.
• Sets up desktops, installs software, sets up printer connections, changes out peripherals and cleans hardware.
• Receives and routes tickets to more experienced Help Desk Administrators as required.
• Performs other duties as assigned.

Qualifications

• Associates degree in related field
• 0-3+ years' experience
• Knowledge of information systems policies, procedures and terms
• Knowledge of hardware components and software applications
• Ability to read and understand technical documentation
• Skills to investigate information using several distinct sources in situations where problems are limited and solutions are not readily apparent
• Written and verbal communication skills to interpret information or formulate responses to internal customers based on general knowledge of products, programs or procedures
• Customer service and problem-solving skills
• Organizational skills including attention to detail, time management and multi-tasking skills
• Eager to learn and support new systems and applications