Major Goals and Responsibilities:
This position provides computing support to customers of the company and staff. The position is responsible for problem determination, possible resolution, problem/incident recording, problem resolution, problem escalation for network or solutions related service requests with Lead role responsibilities of the Team.
Products and services supporting include but not limited to: networks, client/server systems, mainframe systems, PC and Macintosh desktops, desktop application software, intact, E-Copy, and Fleet View, Papercut and others.
Essential Activities:
General Administration/Help Desk Support (80%)

• Provide first-level contact and problem resolution for all users with hardware, software and applications problems.

• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.

• Courteously obtain and convey concise problem information for external and internal customers.

• Provide accurate and timely logging of problems and resolution for problems in E-Automate.

• Escalate problems as appropriate following company procedures.

• Act as a liaison between customers and internal support staff to assure accurate problem interpretation.

• Maintain communications with customers during the problem resolution process. This includes connectivity metrics, policies, and procedures which provide a positive work environment.

• Take ownership for and make recommendations for improvements to connectivity support 

• Maintain in-depth knowledge of supported products and services.

• Work with the Software Solutions Specialist to identify available Help Desk training that will enhance and improve computing support delivered to customer.

• Perform coaching and mentoring for Connectivity Technicians as assigned.

• Review and update Help Desk documentation as assigned.

• Review and recommend modifications to procedures with Software Solutions Specialist and management.

• Gather and input data for regular reports distributed by Help Desk.

• Assertiveness – Provides current, direct, complete and actionable feedback to others. Deals with problems quickly, directly and is not afraid to take action when necessary.


• Communication – Conveys information accurately, efficiently, listens actively and incorporates the ideas of others, adapts written and oral style to the audience to enhance understanding. Appropriately maintains confidential information.


• Decision Making – Gathers necessary information, makes timely and good decisions by calling on varied resources and sound judgment.


• Initiative – Takes prompt action to accomplish objectives, goes beyond what is required and/or expected, acts on ways to improve existing conditions and processes, seeks to resolve problems without being asked.


• Organization - Effectively structures ideas, people or resources in ways that support the achievement of specific and broad objectives, works in an orderly, systematic fashion.


• Problem Solving – Analyzes interrelated elements of problems and works systematically to solve them, uses sound judgment to develop efficient and feasible resolutions to challenging issues.


• Teamwork – Acts as a valuable, collaborative team member by demonstrating willingness to support customers, sales and service groups. Develops cooperative relationships, exchanging ideas and preventing and resolving problems.


• Training – Further your knowledge to obtain an overall of all of our products offered today.

• High School and Technical School graduate or equivalent experience.


• 10-15 years experience related to technical/repair of business equipment.


• Ability to multitask service issues.


• Excellent customer relations skills background.


• Operate a motor vehicle and have a valid driver's license at all times.

• Must be able to lift up to 50lbs, be able to sit, stand or stoop for long periods of time.


• Must be able to work full time.

• Customers, Logistics, Sales, Service managers, Employees and Service technicians, Vendor Support Personnel and Sr.VP of Technical Service

• Must be able to work closely with all of our vendors to ensure customer satisfaction was achieved with the least amount of downtime.


• Thorough understanding of all models serviced.

• Salary Base and bonus plan performance compensation.