Website Post and Courier
POSITION DESCRIPTION: Investigates and resolves software and hardware problems of computer users by performing the following duties.
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Prepares standard statistical reports, such as help desk incident reports.
Consults with programmers to explain software errors or to recommend changes to programs. Calls software and hardware vendors to request service regarding defective products.
Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.
Writes or revises user training manuals and procedures and Develops training materials such as exercises and visual displays.
Trains users on software and hardware on-site or in classroom, or recommends outside contractors to provide training. Installs personal computers, software, and peripheral equipment.
Performs other duties as assigned by management
Requirements, minimum education level, and experience:
- One year certificate from college or technical school; or six months related experience and/or training; or equivalent combination of education and experience
Knowledge, Skills and Abilities:
- Heavy remote support, basic desktop support and troubleshooting
MS Office, MS Windows, LabTech (or other monitoring software), ConnectWise (or other tracking software), Airwatch (or other MDM software), tablet/cellphone configuration and maintenance,
VoIP, networking fundamentals
Maintaining and monitoring systems provisioned in AWS, support and maintenance of encrypted devices
- Regularly required to sit for long periods of time; close eye work on computer screen; required to stand, walk, reach with hands and arms, bend and stoop; light to moderate lifting up to 30 lbs. per safety policy.