Job Purpose: To provide a single point of contact for end-users to receive support and maintenance within the organizations desktop computing environment.

Essential Job Results:

% of Time

Results Expected and Duties Performed

50

Assist users with daily system issues by performing on-site analysis, diagnosis and resolution of complex desktop problems and simple telecommunications issues for end users; recommend and implement corrective solutions, including off-site repair for remote users as need. Perform moves, adds and changes as requests are submitted by managers. Create and maintain user access/authorities as requested by hiring manager. Set up and install all needed hardware for new employees.

25

Help ensure all systems run smoothly and seamlessly by collaborating and communicating with senior technical staff, Systems Engineers, and others in IT as necessary.

15

Help improve the overall infrastructure as a contributor to the IT department by completing various projects and developing long-term strategies in collaborating with other IT team members

10

Provide after-hours and heavy volume time support to users by responding to emails and calls regarding desktop issues.

Required behaviors for all positions:

• Communicate with co-workers, management customers, vendors, and others in a courteous and professional manner
• Conform with and abide by all Company codes, regulations, policies, values, work procedures and instructions
• Regular attendance

Education: High School Diploma or Equivalent; B.S. degree in the field of computer science preferred

Experience: 3-5 years equivalent work experience preferred

Skills and Abilities: Effective interpersonal skills and relationship-building skills; strong written and oral communication skills; ability to present ideas in user-friendly language; understanding of the organizations goals and objectives; analytical and problem-solving abilities, with keen attention to detail; self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment; experience working in a team-oriented, collaborative environment; strong customer-service orientation.

Other: A+ Certification helpful; Knowledge of Helpdesk software such as Footprints or equivalent; Excellent technical knowledge of PC and desktop hardware; excellent technical knowledge of PC internal components; hands-on hardware troubleshooting experience; experience with desktop and server operating systems, including Microsoft; working technical knowledge of current protocols, operating systems, and standards; Working knowledge of a range of diagnostic and antivirus utilities, including Trend Micro; extensive knowledge of Active Directory; extensive equipment support experience; ability to operate tools, components, and peripheral accessories; able to read and understand technical manuals, procedural documentation, and OEM guides; ability to conduct research into PC issues and products as required. Working knowledge of AS400 helpful, but not required.

Office Equipment and Software: All types of hardware and software including laptops, desktops, mobile devices, monitors, printers, servers, switches, networks, copiers, faxes, telephones, cellular devices, etc. Active Directory, MS Office, imaging tools, Exchange, remote desktop/VPN, etc.

Decision Making: Must follow established steps and procedures; select specific steps from established options; develop options by which work can be accomplished; set priorities and standards of performance.

Interpersonal Communication: External customers and all levels of the organization.

Confidential and Sensitive Information: User passwords and login IDs, any sensitive material on the users display during remote assistance.

Scope of Financial Responsibility: None, but can offer suggestions for hardware and software for budgeting purposes