Help Desk Support Agent

Provide customer support to end-users in regards to IT-related questions/concerns, troubleshooting IT issues, carrying out network repairs and collaborating with peers to help solve any hardware or software questions/issues.

Act as support specialist for end-users by recording end-user support issues/questions and providing timely response for assistance with software and hardware questions/issues as well as all basic issues handled by the department. Schedule and prepare one-on-one and group training to assist the proactive improvement of end-user’s skills. Maintain accurate and effective end-user training materials via paper and web-based manuals and assistance tools for both the Microsoft standard products as well as standard business software used through the organization.

Problem Solve complex user issues. Communicate with Administration and Department Head staff about pending problems and changes in desktop user applications. Perform routine technical maintenance to hardware. Repair and replace parts in computer hardware. Train staff on computer use Assist with the installation and maintenance of all voice and data communications at all locations. Install workstations including both hardware and software.

Provide an accurate inventory recording of all equipment related to information technologies and all end-users. Perform other duties as may be assigned by the supervisor.

Ability to read and interpret documents such as computer manuals, software documentation manuals, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of residents or employees of the organization. Ability to apply logic and understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables, effectively use problem-solving techniques and effectively respond to crisis and other critical situations.

Ability to perform effectively in the face of changing job demands. Ability to take necessary and appropriate action on one’s own. Ability to establish effective relationships via telephone and personal contacts. Ability to follow direction and accept supervision Effectively use all Microsoft Office products (current and most recent versions). Ability to comprehensively understand all standard business software used throughout the organization.

Associates of Applied Science Degree or equivalent 1 year of experience preferred Effectively use all Microsoft Office products (current and most recent versions).

None

Successful completion of background check including criminal record, driving record, abuse/neglect and fingerprint check. Completion of New Hire Orientation at the beginning of employment. All training requirements including Relias at the beginning of employment and annually thereafter. Current driver’s license, acceptable driving record and current auto insurance.

ADA Consideration - Sedentary work:
Exerting up to 10 pounds of force occasionally (exists up the 1/3 of the time) and/or a negligible amount of force frequently (exists 1/3 to 2/3 of the time) to lift, carry, push, or pull, or otherwise move objects, including the human body. Repetitive movements of hands, fingers, and arms for typing and/or writing during work shift. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary…