Company Type
Manufacturer
Location
Victor, New York
Job Description
• Responsible for providing technical assistance and support related to computer systems, hardware, or software.
• Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Diagnose and resolve technical hardware, desktop and laptop, and software issues (Windows 2007, MS Office, Outlook)
• Provides desk side and remote technical assistance during and beyond regular business hours
• Determine when issues are more complex and escalate unresolved issues to the appropriate IT team for further support.
• Follow standard help desk procedures
• Log all help desk interactions in Trak-IT Software
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Stay current with system information, changes and updates
• Prepare new hire hardware, phone, and applicable network connectivity
Job Skills
• Working knowledge of fundamental operations of relevant software, hardware and other equipment – primarily with Dell and Microsoft
• Familiarity with Windows Servers, LAN Connectivity, Active Directory and Exchange
• Knowledge and experience of customer service practices
• Excellent oral and written communication skills
• Customer service oriented
• Practical problem solving and solid troubleshooting skills
• Ability to read, analyze and interpret technical procedure manuals, professional journals.
• Ability to write reports, correspondence and document procedures. Ability to effectively present information and respond to questions from managers, engineers, and customers.
• Ability to follow written and verbal instructions.
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions and decimals.
• While performing the duties of this position, the employee is required to stand, walk, sit; use hands to finger, handle and feel; reach with hands and arms; talk and hear. The employee may occasionally stoop or crouch, lift and/or move up to 30 lbs.
• 3-5 years of hands-on experience performing support for Helpdesk PC related issues
• High School Diploma
• PREFERRED SKILLS/ABILITIES: AAS degree, Microsoft Certification
Job ID: 9318
