Job Summary
Applies technical knowledge to provide 1st tier support to diagnosis, troubleshoot and resolve network end user application computer software and hardware problems and issues
Essential Job Duties
Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issuesReceives calls from users to resolve simple and complex computer software and hardware problemsProvides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issuesContacts software and hardware product support vendors to correct, replace or provide technical support and information.
Record tickets in the Help Desk ApplicationBuild out Desktop and Laptop PCs and distributeEstimating application supportEquipment repair managementEstimating Update process managementTroubleshoot telephone system repair/replacementCreate user accounts for various corporate systemsOther duties as assignedSkill/Requirements
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 skillsMinimum 1 - 3 years or experience in PC service & repairNT Networking and hardware knowledgeThorough understanding of Microsoft products - NOS, OS and other applicationsExcellent customer service skillsExcellent troubleshooting skillsAbility to express complex technical concepts effectively, both verbally and in writingRemote support experience, a plusVMWare knowledge/experience a plus