Solves user technology problems at the workstation level including desktop, laptop, tablet, cell phone and related peripheral hardware or software applications and services.
Champions customer support through positive interaction and advocacy of all end-user issues from initial contact through resolution.
Maintains all information relating to all technology assets, problems, solutions, and changes within the purview of the Helpdesk.
Provides tier one support including answering phones, documenting tickets, problem routing, dispatching, end-user training, and basic troubleshooting for end-user devices.
Provides tier two support including advanced device troubleshooting, problem escalation, work order management spare inventory management, PC imaging, device setup, backup support, and documentation.
Interfaces with users of Information Technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
At least 3 years previous Information Technology experience required.
To perform this job successfully, an individual should have expert computer skills especially with the typical systems and applications used to perform this role.
A+, Network+, Security+, ITIL, Microsoft or other industry standard certifications are preferred, but not required.