DUTIES & RESPONSIBILITIES:

•Provide telephone, remote and email support to internal company computer users.

•Provide first call resolution to computer hardware and software problems through troubleshooting techniques.

•Escalate incidents to the proper department that are outside the scope of the Primary tier customer support center.

•Enter incidents in the Service Desk Management system (Service Desk tracking software), including detailed information for every incident.

•Responsible for assisting internal computer users with their questions about any supported software and computing platforms to the best of his/ her ability, in a professional and courteous manner or escalate to the proper department.

•Check version levels and available updates for Operating System and virus protection software.

•Responsible for the creation of Service Desk documentation.

•Routinely check the customer support center voicemail and Open Incident Queue.

•Perform other duties as assigned by management

QUALIFICATIONS AND/OR EXPERIENCE:

• Knowledge of PC and PC compatible computers and common application programs, e.g. Microsoft Office (Word, Excel, PowerPoint, Outlook and Microsoft Operating Systems is required

•Knowledge of general networking/LAN, File & print servers, printers, etc. is required

•An Associate’s Degree or Technical School Certification(s) is a plus

•Knowledge of ERP system (SAP, JD Edwards, etc.) is a plus

•Clear and distinct telephone speaking voice.

•Experience in troubleshooting, hardware, network and dial up problems necessary.