Job Description

Job Description

Job Description

GENERAL SUMMARY:

The Service Desk Technical Support person is the initial point-of-contact for troubleshooting laptop and desktop PC hardware, desktop software, office suite, desk and cell phone, and printer problems for our internal and external customers. In addition, this role will be responsible for building, deploying and maintaining standard Windows desktop images; supporting connectivity and light networking issues, including moves/add/changes for cabling and computers.

DUTIES AND RESPONSIBILITIES:

1. Respond and diagnose problems through discussion with users and supervisor
2. Review, test, and coordinate software updates and changes to verify correct operation and instruct users in ways to maximize the benefits of software updates and changes
3. Build, deploy and maintain standard Windows desktop images and application installation packages
4. Support user groups in planning for equipment locations and reallocations, which improve system productivity, and recommend reallocations to users when inefficiencies are identified
5. Support users in setting up new hardware systems including workstations, printers, microcomputers, and other input or output devices
6. Provide onsite assistance for migration of data and orientation to the operation of Microsoft operating systems and office suites
7. Manage corporate IT infrastructure including wireless backbone, physical security, and telephony.
8. Be aware of latest security threats and be able to quickly respond or recommend course of action to IT management as threats arise.
9. On a scheduled rotation, provide off-hours emergency coverage for evenings, weekends and holidays.
10. Follow maintenance plan as directed by IT department and record results in SharePoint portal or Kayako system
11. Other duties and responsibilities as assigned by IT Services Manager

KNOWLEDGE, SKILLS AND EXPERIENCE:

1. 2+ years of Helpdesk Desktop support experience.
2. Four-year degree in Computer Science or a MCSE is preferred.
3. Preferred Industry Certifications - CompTIA; Microsoft, Cisco, DELL, Etc
4. Strong understanding of Microsoft Windows 7/10/11, the entire Microsoft Office 2016 suite
5. Functional knowledge of LAN/WAN and tiered application architecture
6. General understanding of Incident Management and IT ticket systems, such as Zendesk
7. Experience providing customer support for client/server application in a multi-site enterprise
8. Excellent customer service skills, including verbal and written communication skills
9. Excellent organizational and troubleshooting skills
10. Able to handle multiple tasks in a fast-paced environment
11. Ability to create and maintain positive and professional business relationships with both internal associates and external customers.
12. Up to 10% travel

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye.

WORK ENVIRONMENT:

Employees are responsible for performing their duties in an environment that is free from discrimination, intimidation, coercion or harassment, including sexual harassment. Work is performed primarily indoors in an office, laboratory, or warehouse setting; wet/humid, and dry/arid conditions. The noise level in the work environment is typically low to moderate; higher level of noise may be prevalent in laboratories or warehouse settings. While performing the duties of this position, the employee may be required to travel or work necessary overtime.

SAFETY:

Assists in the creation of a culture of safety and environmental protection by performing work safely in accordance with company and departmental safety procedures. Employee may be exposed to hazards or hazardous materials requiring use of personal protective equipment to prevent exposure. Operates equipment safely and reports any unsafe work conditions or practice to supervisor. If there is an accident or near miss, they must report it to their supervisor immediately.

MATERIALS HANDLED:

• Chemicals: No
• Biologicals: No
• Hazardous Waste: No
• Radiation: No

EQUIPMENT USED:

• General personal protective equipment (gloves, lab coat, etc...): No
• Closed Toe Non-Cloth Shoes: No
• Safety Glasses: No
• Safety Shoes: No
• Respirator: No
• Forklift: No

OTHER RELEVANT INFORMATION:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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