Job Responsibilities
- Respond to clients’ telephone calls and email requests for service in a timely manner, research issues and resolving each interaction to ensure customer satisfaction.
- Troubleshoot and manage hardware, software or network problems, to include A/V, voice, data, hardware and or software issues. Answer helpdesk calls and provide desktop support over the phone and in-person.
- Provide clients with appropriate forms to complete service-related requests for compliance regulations. Enter, assign, and track helpdesk tickets in the system.
- Perform routine upgrades on computer workstations, software and associated peripherals. Coordinate hardware and software repairs with vendors, as needed.
- Attend software training classes and participate in delivery of training as required to maintain current knowledge of administrative software. Enter solutions for all service tickets into the helpdesk software application for inclusion in the knowledgebase.
- Install/modify/upgrade/troubleshoot computer workstations’ hardware and software, including connecting hardware to the network, installing software, transferring data and testing.
- Help maintain accurate hardware and software inventories.
- Provide feedback to management on ways to increase efficiency, reduce costs, and improve services. Setup and troubleshoot mobile devices such as smartphones, tablets, etc.
- Work as a team player and display a positive attitude, especially when communicating with clients. Create Helpdesk reports weekly and monthly.
- Identify, research, and resolve IT technical problems. Assist Tier II to setup and configure computers.
- Assist with Audio/Visual needs to include delivering smart stations to classrooms, installing and configuring.
- Troubleshoot remote access issues.
- Track IT inventory.
- Perform related duties as assigned
Requirements
Preferred Qualifications
- Bachelor’s degree in an information technology related discipline
Knowledge, Skills, and Abilities
- Must be a proven problem solver, strategic planner, have excellent oral & written communication
- skills and is capable of data transformation and analysis.
- Growth mindset, persistent in the face of obstacles and embraces challenges.
- Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving success.
- Knowledge of functionality testing procedures.
- Knowledge of end user training and support principles.
- Knowledge of change management processes.
- Knowledge of database programming and scripting principles.
- Skill in collaborating with multiple constituents.
- Skill in decision-making and problem-solving.
- Skill in the provision of support to end users.
- Ability to respond diplomatically to sensitive and critical issues.
- Ability to effectively multi-task.
Salary
$47,000 – $52,000 a year
Benefits
N/A