Summary of Primary Job Responsibilities:
Provide first level support for desktop computer systems under the guidance of the Site System Support Sr. and/or Site System Support Administrator. Work with network and application engineers to ensure high end user satisfaction in a call center environment.
Install PC's and other hardware peripherals, operation systems, software applications (images) as well as handle problem resolution and answer user questions and concerns through the corporate Response Center, which includes providing answers to questions and resolving problems for clients in person, via phone or from a remote location. Document activities related to fulfillment of requests.
Monitor all scheduled production processing and act as a backup to the Site System Support Sr. when necessary to assist in any data backup and restore processes and ensure that all assigned tasks are completed properly and in a timely fashion.
Follow and enforce the corporate policies and procedures maintaining and enforcing the highest standards of security as set out by the corporation.
Education: AAS in Computer Science desired.
Experience Target: Some experience in similar capacity or an equivalent combination of education and experience.
Skills: Experienced in troubleshooting PC hardware and software issues; customer service skills; ability to take initiatives with minimum direction; team player.
Knowledge/Abilities: Knowledge of Windows Operating Systems and Microsoft Office; LAN and WAN networking skills needed for troubleshooting (NIC's, hubs, routers, switches); knowledge of tape backup and restore procedures; anti virus procedures and application knowledge necessary; PC image creation and updating knowledge helpful.
Special Certifications :A+ Certification not required, but helpful.
Essential Functions and Duties
- End user support and fire fighting. These tasks are performed in order to provide our internal and external clients with a smoothly functioning and production system. This includes obtaining and updating trouble tickets from the Corporate Response Center and Project Database as required.
- System upgrades. These are performed as needed to the hardware and software used to support the site and its customers
- Process monitoring. This is done to ensure the successful and timely completion of all scheduled processes that occur within the site or within the area to be monitored by the site.
- Clerical work. This includes all necessary paperwork (timesheets, email, documentation, trouble tickets, etc.) necessary to maintain the proper documentation and necessary support