IT Service Desk

1.0 JOB IDENTIFICATION

Position Title : IT Service Desk

2.0 REPORTING RELATIONSHIPS

2.1 Reports To: David Reaka
2.2 Supervises: N/A
2.3 Interfaces With: N/A



3.0 DETAILS OF DUTIES AND RESPONSIBILITIES

3.1 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.

4.0 QUALIFICATION STANDARDS
4.1 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
4.2 Work Experience:
. Minimum 2 - 5 years or experience in IT Helpdesk Supporta
4.3 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