Information Technology Service Desk

Essential Job Duties

• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues

• Receives calls from users to resolve simple and complex computer software and hardware problems

• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues

• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.

• Initiates, escalates, or resolves problem tickets and/ or service requests.

• Troubleshoots and resolves technical problems, escalates to support resources.

• Other duties as assigned.

QUALIFICATION STANDARDS

Educational Attainment:

• Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill

Work Experience:

• Minimum 2 - 5 years or experience in IT Helpdesk Support

Competencies and Skills:

• Networking and hardware knowledge

• Thorough understanding of Microsoft products - NOS, OS and other applications

• Excellent customer service skills

• Excellent troubleshooting skills

• Ability to express complex technical concepts effectively, both verbally and in writing

• Remote support experience, a plus