Role and Responsibilities:

Help Desk phone and email support, which includes listening and responding to user inquiries using a positive, clear speaking voice. Answer questions and offer assistance to provide user satisfaction. Process all IT Requests for new users including workstations, printers, phones, and other peripheral equipment, loading all necessary software. Performs back-up and systems monitoring. Troubleshoots software and hardware on-line to maintain performance and system throughout (drivers and software updates). Monitors jobs using a computer terminal or personal computer (PC). Monitors environmental equipment (air conditioning, humidity and temperature of computer equipment). Assists customers and resolves problems with computer hardware, software, telecommunications, and mobile devices. Review and update documentation. Familiar with imaging, VPN, VNC, and remote desktop Communicate clearly and concisely with others, orally and in writing, in a professional manner. Follow instructions, orally and in writing Follow policies and procedures.

Qualifications:

Excellent oral and written communication skills are required. Ability to read, write and speak English at a level necessary for satisfactory job performance. Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, and government regulatory requirements. Ability to establish and maintain effective, cooperative working relationships. Ability to perform elementary business math. Ability to work effectively with minimal supervision. Must be able to manage several different tasks at once. Principles and practices of effective communication

Education Requirements:

Ability to obtain/renew all government required licenses or certifications. Experience related to Helpdesk, or other job related work experience (minimal). Technical training certificates desired.

Preferred Skills:

Operating systems hardware architecture Basic Networking Microsoft Office and Business Apps Ability to work independently

PHYSICAL DEMAND

While performing the duties of this job, the employee is constantly standing, kneeling, walking, reaching, twisting, grasping, lifting, listening, using computer, telephone, and speaking. Frequently using wrist motion, dexterity, eye-hand coordination, and writing, typing on computer keyboard. Must be able to lift, push, or pull up to 25 pounds.

WORKING CONDITIONS

Work performed indoors, in climate controlled environment. The noise level in the work environment is usually moderate. Employee may be exposed to odor and secondhand smoke. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK SCHEDULE/HOURS

Must be flexible if needed for occasional work outside of normal business hours. 

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