IT Service Desk

IT Service Desk

Responsibilities

• 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.

Qualifications

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

Work Experience

• Minimum 2 - 5 years or experience in IT Helpdesk Support

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