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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.Forward tickets to external vendors and systems administrators as required.
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 Technology Manager as they become known.
Review and update work instructions and procedures as required.
Complete on-going personal self-development/training as required.
Miscellaneous duties/projects as assigned.
Provide overtime support as appropriate.
QUALIFICATIONS
Strong working knowledge of computers, operating systems, various software applications (Word, Excel, Access, etc.) and the Internet.
Strong aptitude in O.S repairs, spyware removal, virus removal, hardware, troubleshooting and upgrades.
Experience with virtual server environments (xen server and vmware).
Maintain strict adherence to confidentiality.
Strong research, analytical and problem solving skills.
Exceptional work accuracy ability and detail oriented.
Self-motivated and deadline driven, with effective time management abilities.
Capacity to establish, maintain and promote high standards of professional etiquette and superior customer service.