ESSENTIAL JOB FUNCTIONS:
Assists staff and clients with the installation, configuration, and operations of hardware and software within established standards.
Works in a Help Desk role responding to incidents in a timely manner
Trains and orients staff on use of hardware and software
Assists in maintaining technical documentation and processes
Provides on-site support as needed for all satellite offices.
Testing and replacement of hardware
Physical setup of computers and equipment
Must be experienced in the field of technical support and have a minimum of 2 years experience in a help desk and staging environment.
This person must be a self-starter with excellent written, verbal and interpersonal communication skills. Ability to research, analyze and
Has initiative and ability to work without supervision, strong multitasking
Understanding of basic network and client-server architecture and infrastructure.
Strong troubleshooting and problem solving ability
Experience monitoring and reporting in fast paced environments
Relevant industry qualifications and experience
Ability to maintain strict confidentiality with privileged information
Proper phone and office etiquette
Ability to speak and write clearly and accurately
Demonstrated proficiency in typing and grammar
Knowledge of customer service principles and practices
Effective listening skills
EQUIPMENT TO BE USED:
This person must be able to operate computer, server and other office machines such as fax, calculator, telephone, and other equipment related to Information Technology.
TYPICAL PHYSICAL DEMANDS:
This position requires sitting, standing, bending and reaching. This position requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone and other Information Technology equipment. This position requires normal range of hearing and vision. Position also requires being able to lift equipment of up to 50lbs.
TYPICAL MENTAL DEMANDS:
This position must handle novel and diverse work problems on a daily basis. Personal maturity is an important attribute. Must have a long attention span in order to listen to people in an objective manner, perceive the real problems and bring issues to a successful conclusion. Must be able to resolve problems, handle conflict and make effective decisions under pressure. This position must relate and interact with people at all levels of the agency in a culturally competent manner.
This position works in a variable office setting. This position requires driving an automobile on a frequent basis.