General Description:
Responsible for providing technical assistance and support related to computer systems, hardware and software. Responds to queries, runs diagnostic programs, isolates problem then determines and implements solutions.

Essential Duties and Responsibilities:
Provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Responds to queries either in person or over the phone.

Assists in the writing of training manuals.

Assists with training of computer users.

Maintains daily performance of computer systems.

Responds to email messages for customers seeking help.

Asks questions to determine nature of problem.

Walks customer through problem-solving process.

Installs, modifies, and repairs computer hardware and software.

Clean up computers.

Runs diagnostic programs to resolve problems.

Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Installs computer peripherals for users.

Follows up with customers to ensure issue has been resolved.

Gains feedback from customers about computer usage.

Runs reports to determine malfunctions that continue to occur.

Performs other duties as required.

Supplemental Information:
This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not and cannot be interpreted as an inventory of all the duties, tasks, responsibilities and qualifications required for the employees assigned to this job.

Education and / or Experience:
Associates degree, related technical training or equivalent work experience.

Ideal candidates would have previous experience supporting web applications.

Ability to manage difficult help desk support situations.

Flexible and adaptable to change: able to work in a fast-paced highly variable environment.

Excellent multi-tasking and time management skills.

Must have strong customer service skills.

Must have excellent interpersonal and verbal communication skills.

Excellent problem solving and critical thinking skills.

Self-starter and self-motivated; able to work independently.

Comfortable with email support.

Licenses and / or Certifications:
IT certifications / licenses are preferred.