IT Help Desk Lev 1

Troubleshoots software and hardware failures and resolves as appropriate; educates users in resolving routine problems, using new software and providing advice and guidance as needed. ESSENTIAL FUNCTIONS: Configures, diagnoses, identifies and resolves hardware/software and printing issues in a blended PC, tablet, Mac and smartphone wired and wireless enterprise environment.

IT Support Specialist  Level 1

OVERVIEW OF POSITION:

Under direct supervision, installs, modifies, and maintains the organization's personal computers and related systems. Installs, upgrades and backs-up software and hardware applications. Troubleshoots software and hardware failures and resolves as appropriate; educates users in resolving routine problems, using new software and providing advice and guidance as needed.

ESSENTIAL FUNCTIONS:

• Configures, diagnoses, identifies and resolves hardware/software and printing issues in a blended PC, tablet, Mac and smartphone wired and wireless enterprise environment.
• Performs software and hardware installations and adheres to established asset tracking and licensing agreements. Assists with workstation installations, relocations, and other related tasks.
• Pursues resolutions to a variety of issues using technical knowledge, tools and organizational resources. Documents all requests, troubleshooting efforts, and resolutions in the organizations' ticketing system and keeps end-user informed. Follows established escalation procedures and alerts management to outages, priority issues, recurring problems and patterns.
• Assists end-users in interpreting and implementing instructions, technical documentation or procedures as needed. Provides end-user education for systems and software products.
• Performs other duties as assigned.

EDUCATION:
- Requires a High School Diploma, GED, or national equivalent.

EXPERIENCE:
6 months - 2 years' related experience.

KNOWLEDGE, SKILLS, ABILITIES:

• Demonstrated knowledge of PC related software and hardware, knowledge of productivity applications (e.g. Microsoft Office Suite), familiarity with ticketing systems, and strong customer service and organizational skills.
• Demonstrated ability to take initiative, implement analytical skills. Excellent time management, and organizational skills.
• Adaptive customer service skills including the ability to effectively interact with individuals at all levels internal and external to the organization.
• Consistent ability and practice handling and maintaining confidentiality with organizational matters.
• Ability to adapt to a dynamic environment and learn department-specific computer systems.