Under general direction of the Manager-IT Service Desk, this position ensures proper computer hardware and software operations exist for maximum uptime. Will assist end user via phone, email, chat, walk-up and on-site for installs, upgrades, desktop/laptop hardware, software, printers, peripherals, and phones. Will escalate technical issues and coordinate with IT staff to resolve problems and provide solutions. Will consult with outside vendors and consultants as needed. Responsibilities will include:
· Receive requests through the tracking system via email, phone, chat, service ticket for assistance on desktop and computer related problems including network, hardware, software, peripheral, phone, and related equipment; determine severity of problems, troubleshoot, resolves or refers to appropriate technical staff, as appropriate, trains users in resolving problems.
· Participate in acquisition, installation, upgrade, and maintenance of desktop computers, software, and related systems, installs, moves/relocates, and configures desktop software for new users.
· Ensures quality customer service to client users; ensures proper and accurate feedback on technical problems; and coordinates communications between client and information technology staff.
Ensures conformance with established information technology policies and procedures.
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· 2+ years of experience in IT related field or equivalent education in IT related field
· Customer Service experience
· Familiarity with ticketing systems
Ability to work in a high-volume, fast-paced environment
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.