PURPOSE OF JOB:

Provide technical support
Troubleshoot and solve application issues
Respond to end-user calls and emails
Ability to nurture users and willingness to answer questions at various end-user skill levels

KEY RESPONSIBILITIES:

Respond to user requests for assistance with system, assessing general nature of problem and providing support or referring requester to appropriate technical resource for resolution
Follow-up on all open issues with users and/or technical staff on a daily basis
Monitor the Service desk for issues via email and phone calls
Install, configure, upgrade and troubleshoot computer and printer hardware and software
Regular computer maintenance, new hardware installation, upgrades and operation support as well as hardware and software inventory
Contribute to the development and maintenance of an effective and cohesive technical support team
Log all incidents and maintain help desk database
Manage mobile phones locally (e.g., placing orders, hardware issues, et cetera)
Monitor Solution Center and daily sales report (i.e., Flash) in the morning; escalate problems accordingly
Monitor System i/AS400 in the morning; escalate problems accordingly
Complete weekly EPO report
Performs Month-End process, Daily Checklist, on-call duties, Inventory process, Sunday night shift

THER TASKS:

Ability to assimilate, retain, and utilize technical and applications-based information
Must be able to lift general computer equipment, desktop computers, monitors, and printers
Periodic review and updates to publish Help Desk documentations
Assist in IT special projects as time permits

MINIMUM REQUIRED EDUCATION AND/OR FORMAL TRAINING, YEARS OF EXPERIENCE, COMPETENCIES, SKILLS AND/OR SPECIFIC KNOWLEDGE:

Basic knowledge of principles of computing and communications networks (e.g., wireless, data, phones)
AS400 knowledge
Experience to look at ways to resolve issues and improve existing business processes
Experience with Windows-based personal computers and Microsoft Office applications
Microsoft Internet Explorer web browser
AntiVirus, Spam and Spyware software
Experience with ticketing systems and providing systems support by telephone
Be well organized, able to establish priorities effectively, able to handle multiple tasks, able to work in a dynamic and fast-paced environment
Good written and oral communication skills in English. Spanish proficiency (preferred but not required)
Must be customer support oriented with excellent customer service sills and exceptional phone etiquette
Dependability in both production and attendance
Ability to work with limited independence and initiative
Attention to detail, critical thinking skills
Be well organized and able to handle multiple tasks
Self-motivated individual with optimistic attitude
Work with teammates to achieve company and department goals

Night shift, Sunday, Day shift,