Job Description

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

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