Under general supervision, will resolve technology related issues through diagnosis, discussion, documentation and experience. Typically resolves basic to intermediate issues. Will isolate, document and escalate more complex issues. Utilizes help desk systems and procedures to manage timely responses and follow up to users. Provides frontline customer service for the Information Services Department.

RESPONSIBILITIES:

• Resolves technical issues including hardware problems, LAN connectivity and software application support including Windows operating systems and office applications.
• Tracks issues within call management software.
• Creates monthly tips for user community.
• Maintains support standards and documentation.
• Maintains knowledge of current computer hardware and software technologies and applications.
• Assists in setting and documenting computer technology standards including internal help desk processes and procedures.
• Performs general administrative functions such as file organization, packing and shipping and reporting.
• May provide orientation to new hires.
• Coordinates support and purchasing activities with outside vendors as needed.
• Maintains confidentiality.
• Performs other duties as assigned.

REQUIREMENTS:

• Associates degree or technical certifications in computer hardware support, computer science, information technology or related fields.
• Technical proficiency in a Windows environment including operating system and office suite
• 2 or more years of experience in a help desk or technical support experience is a plus, but not required.

IND110