Job Description

Essential Functions

• Provide technical support via phone, emails, and remote tools and onsite visits as necessary to end-users
• Responsible for the setup, configuration and installation of workstations, printers, peripherals and store hardware
• Responsible for accurate documentation, ticketing, and tracking of inbound technical support calls and providing accurate and professional resolution on all supported issues in a timely manner
• Responsible for timely monitoring of IT Help Desk
• Actively work and triage incoming help and support requests from end users via both telephone and helpdesk tickets in a courteous manner
• Prioritize and schedule support tickets based on severity and service level agreement (SLA); Escalate problems as needed or when required
• Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Utilize required diagnostic utilities to aid in troubleshooting as needed
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software and hardware, configuring systems and applications
• Develop help sheets and knowledge base articles for end users
• Provide after hours support as assigned and in accordance with after-hours support procedures
• Other duties as assigned

Job Requirements and Qualifications

• High School Diploma or GED required; Bachelor’s Degree in Computer Science preferred

• Minimum one (1) year of experience of PC hardware and software troubleshooting

• A+ certification a plus

• Knowledge and experience in MS Office 365 installation and troubleshooting

• Knowledge of Operating Systems including Windows 10/11 & MacOS

• Knowledgeable of phone support skills for troubleshooting remote issues

• Knowledge and experience in PC hardware installation and troubleshooting

• Knowledge of troubleshooting client-side issues such as virus and spyware/malware

Working Environment Conditions/Requirements

· The ability to push, pull, lift, up to 50lbs. with or without accommodations

· Must be able to stand and or walk for extended periods of time

· The ability to bend, reach and grasp throughout the workday

· Must be able to work flexible hours to provide support for end user, locations, project implementations and location set ups as required

· Must be able to travel to or required to travel to various agency locations to perform support duties as needed