Compensation: $23.00 - $24.00

Summary

Provide first-level support and maintenance for client IT services including tablets, computers, mobile devices, printers, and other end-user hardware and software. Perform client device installation, repair, and upgrades to ensure optimal performance. Deliver timely and accurate support both in-person and remotely support, while adhering to all IT Service Management processes and procedures.

Essential Duties and Responsibilities

Other duties may be assigned, as necessary.

• Installs, upgrades, configures, maintains, and troubleshoots end-user hardware and software to ensure required desktop service levels
• Ensures accurate tracking of hardware through Asset Management procedures
• Collaborates with the IT Department Managers for Asset ordering
• Performs on-site and remote analysis, diagnosis, and resolution of complex PC, tablet, and mobile device problems for end-users. Recommends and implements corrective solutions, as needed
• Provides first line support for end users equipment, software applications and company assets
• Supports Problem Management activities within technical area of expertise
• Supports accurate Incident and Request Management information capture, prioritization, and ensure completion within SLA time-frames
• Collaborates with IT Department Managers to identify any ongoing issues or ticketing trends with assets
• Primary contact for all site based IT projects and troubleshooting
• Adheres to all IT Service Management policies and process areas (Incident, Problem, Request, Change, Knowledge, and Asset Management)
• Contributes to continual service improvement in all aspects of IT support function
• Consistently represents the company in a professional manner
• Maintains effective working relationship and cooperate with all personnel in the Company
• Provides high level of “customer service” for all company staff
• Adheres to the Company’s compliance (HIPAA, NIST) requirements as stated in the policy and procedure manual and all other related policies
• Performs other duties and responsibilities as assigned

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate degree in IT or 3 years of equivalent experience
• Prior help desk experience
• Initiative to learn and understand process/workflow
• Excellent troubleshooting skills
• Excellent customer service skills
• Excellent phone etiquette
• Must possess the ability to multi-task and frequently change direction.
• Ability to work during normal business hours with occasional overtime as directed by management

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

The employee frequently lifts and/or moves up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. While performing the duties of this position, the employee may travel by automobile and be exposed to changing weather conditions.