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JOB DESCRIPTION
The primary function of this position is to: provide first level support and response to internal users in the areas of workstation trouble shooting, preventative maintenance, installing and maintaining software.
MAIN RESPONSIBILITIES:
Responds to support board tickets, gathers accurate information, prioritizes needs and leads users through technical problems.
Maintain communications with end users during the problem resolution process.
Install, modify, test, clean and repair computer hardware and software for operation.
Troubleshoots a variety of technical issues.
Liaison between end users and internal second level support staff to assure accurate problem interpretation and resolution.
Updates and maintains company user access records to software, mail server accounts, and active directory accounts.
Communicate escalating problems with Information Systems Manager as they become known.
Adhere to all policies/procedures as outlined in the Quality System Manual and Employee
Handbook.
Complete all applicable Quality Records and associated duties.
Complete applicable safety training as required, and maintain a current understanding/compliance of organizational OHS policies and guidelines.
QUALIFICATIONS:
Strong working knowledge of computers, operating systems, various software applications (Word, Excel, Access, etc.) and the Internet.
Strong aptitude in O.S repairs, spy ware removal, virus removal, hardware, troubleshooting and upgrades.
Experience with virtual server environments (xen servers and vmware).
Maintain strict adherence to confidentiality.
Strong research, analytical and problem solving skills.
Strong interpersonal skills (ability to effectively deal with others tact/diplomacy/courtesy).
Exceptional work accuracy ability and detail oriented.
Education: Relevant - 1 Year
Computer and Technology Knowledge
- Windows
- Linux
- Hardware
- Servers
- Applications - desktop
- Applications - enterprise
- Mail server software
Essential Skills
- Computer use
- Continuous learning
Specific Skills
- Communicate electronically and in person with computer users experiencing difficulties to determine and document problems experienced
- Collect, organize and maintain a problems and solutions log for use by other technical support analysts
Work Setting
- Help desk
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