Job Summary: User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. This is the basic level of customer support. The Support Technician is a generalist with a broad understanding of the product and may not understand the inner workings. In this case, they would identify a customer’s needs and provide tips on how to manage a problem. Typically, these solutions are in a FAQ or a knowledge base. Support Technicians at this tier use a knowledge base in a majority of customer calls. When a tier-1 support employee is not able to resolve the issue, they classify the problem and pass it on to the appropriate Level II employee.

Essential Functions:

• Provides front line support for end users with IT related issues
• Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional, courteous manner
• Follows standard Help Desk operating procedures to accurately log all requests using ticketing software
• Resolves routine and moderately complex hardware and software problems, and coordinates work escalations with the appropriate technical resource or group for more complex issues
• Maintains a high degree of professionalism while delivering outstanding Customer Service
• Notifies IT management of all critical requests and issues
• Learns fundamental operations of commonly used software, hardware, and other equipment
• May participate in IT projects
• Contributes to documentation and metrics reporting
• Provides solutions, advice and/or recommendations in a quick and timely manner
• Provides knowledge transfer of important information to other Helpdesk Technicians, Higher Level Technicians and Supervisor
• Prepare activity reports
• Comply with attendance standards

Additional Functions:

• Other duties as assigned by management
• Stay current with system information, changes and updates
• May perform functions of Support Technician - Level II, and Software Integrator on a weekly basis

Knowledge, Skills and Abilities:

• Ability to investigate problems and identify the root cause in the event a resolution is not known
• Communicate effectively with team so the department is more efficient
• Solid understanding of operating system architecture and navigation
• Ability to learn new software applications

Requirements (Education, Experience):

• A High School Diploma or GED required
• 2+ years of experience providing end-user technical support
• Ability to effectively troubleshoot computer hardware and mobile device issues
• Ability to effectively troubleshoot Microsoft Windows, Mac OS and MS Office applications
• Ability to troubleshoot unfamiliar software application issues
• Ability to effectively troubleshoot local and network printers
• General understanding of LAN / WAN networking, Active Directory, VPN and mobile devices
• Excellent written and verbal communication skills
• Ability to multitask and prioritize work efforts and present ideas in user-friendly language
• Stress tolerance, keen attention to detail and effective interpersonal skills and relationship-building skills
• Ability to meet the hours of operations requirement
• Strong communication skills
• Working knowledge of fundamental operations of relevant software, hardware and other equipment

Physical Requirements:

• Sitting for long periods of time
• Lifting up to 35 pounds
• Repetitive motion involving hands and fingers

Travel Requirements:

• Occasional