Service Desk Support Technician

AccountabilitiesManage and staff company help desk center. Log and document all callsDocument all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Modify and customize commercial programs for internal needsPrepare evaluations of software or hardware, and recommend improvements or upgradesOversee the daily performance of computer systemsInstall and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specificationsSet up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate softwarePrioritize and schedule problems. Escalate problems (when required) to appropriately experienced technicianRecord, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through the final resolutionApply diagnostic utilities to aid in troubleshootingAccess software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolutionIdentify and learn appropriate software and hardware used and supported by the organizationPerform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applicationsQualificationsHigh School diploma or equivalent, and/or 1 year work experience in related field requiredKnowledge of basic computer hardwareExperience with desktop operating systems including WindowsExtensive application support experienceWorking knowledge of diagnostic utilitiesGood understanding of the organization's goals and objectivesExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skillsSpecial RequirementsThis position is subject to high-level visibility through verbal and written communications with both staff and management. Must be available for on-call support. Must be able to work overtime as needed.Must be able to lift up to 35 lbs. Must be able to sit, stand, bend to ground level.