1.0 JOB IDENTIFICATION
Position Title : IT Service Desk
2.0 REPORTING RELATIONSHIPS
2.1 Reports To: David Reaka
2.2 Supervises: N/A
2.3 Interfaces With: N/A
3.0 DETAILS OF DUTIES AND RESPONSIBILITIES
3.1 Essential Job Duties
• Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues
• Receives calls from users to resolve simple and complex computer software and hardware problems
• Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues
• Contacts software and hardware product support vendors to correct, replace or provide technical support and information.
• Initiates, escalates, or resolves problem tickets and/ or service requests.
• Troubleshoots and resolves technical problems, escalates to support resources.
• Other duties as assigned.
4.0 QUALIFICATION STANDARDS
4.1 Educational Attainment:
• Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill
4.2 Work Experience:
• Minimum 2 - 5 years or experience in IT Helpdesk Supporta
4.3 Competencies and Skills:
• Networking and hardware knowledge
• Thorough understanding of Microsoft products - NOS, OS and other applications
• Excellent customer service skills
• Excellent troubleshooting skills
• Ability to express complex technical concepts effectively, both verbally and in writing
• Remote support experience, a plus