Job Order Detail

Description

-Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, and so on.
-Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication.
-Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals.
-Diagnose and resolve minor network issues (e.g. LAN access).
-Recognize and escalate deeper and more complex issues to the IT Manager.
-Troubleshoot software, hardware, and network issues.
-Where necessary, assist with installing network interface cards, hubs, switches, network cabling, and so on.
-Participate in moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees.
-Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process.
-Prioritize work orders/help desk tickets according to severity.
-Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements.
-Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets).
-Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs.
-Compile, maintain, and file all repair records, reports, and other documents as required.
-Always maintain a high degree of professionalism, courteousness, and client service.