Respond to inquiries and requests for assistance with computer systems or PC's. Identifies problems, troubleshoots and provides advice to assist users. Coordinates with other IT areas to resolve problems if necessary.

People

• Provide phone and remote configuration, problem diagnosis, troubleshooting, and repair of software applications used by corporate and branch employees.

Process

• Record all calls into an automated tracking system
  
• Respond to customers in a timely and efficient manner
  
• Escalates problems that they cannot solve to the proper level.
  
• This position may require 24/7 availability based on business and systems needs or those of clients and user groups.

Technical

• Troubleshoots hardware, software and/or phone issues for the purpose of providing immediate assistance to users for problem resolution
  
• Prepares written materials for the purpose of documenting activities, providing written support and/or conveying information
  
• Perform follow up activities for the purpose of insuring customer satisfaction

Qualifications:

• 2 – 4 year degree or equivalent experience.
  
• 2 yrs Helpdesk or customer service experience in a computer related field
  
• Good communication skills
  
• Good telephone skills
  
• Good interpersonal skills
  
• Good analytical and problem solving skills
  
• Functional knowledge of call logging / tracking software
  
• Functional knowledge of PC client / server configurations, software, connectivity, troubleshooting, diagnosis, and repair
  
• Familiar with remote control support applications and repair procedures
  
• Functional knowledge of standard Operating Systems
  
• Familiar with standard messaging systems