Job Summary:

This position is responsible for providing desktop/laptop support and repair for Key employees. Work includes troubleshooting and maintaining computer equipment and related accessories and peripherals and supporting all software applications. Incumbent provides customer service by identifying and eliminating technology-based interruptions, ensuring the timely fulfillment of hardware and software procurement requests, and administration of network and application security.

Essential Duties and Responsibilities:

• Receives requests regarding problems with computer equipment and software, addressing problems in a timely manner.
• Troubleshoots, identifies and resolves hardware or software issues, determining solutions and providing technical support as appropriate.
• Performs diagnostics and other applicable test on hard drives, video cards, etc. and contacts proper vendor or manufacturer for repair or replacement as necessary.
• Installs and maintains various software packages, antivirus software, or spy ware removal tools on individual computers, troubleshooting regarding operation of such applications.
• Configures or reconfigures new or current laptops/desktops/phones/tablets to be deployed into the field and office locations, or redeployed to other users as necessary.
• Creates, modifies and terminates accounts in Key applications and Active Directory.
• Complies with all Service Desk and IT policies and procedures.
• Refers escalation issues and incidents or problems that are beyond this level of expertise to the appropriate analyst or IT specialist for handling.
• Configures and maintains IT Service Desk related forms and workflows in the IT Service Desk system.
• Ensures accurate and up-to-date documentation of tickets and incidents, and related actions taken.
• Works on special projects and attends meetings as instructed/assigned by the manager.
• Travels to company locations across the US to provide in-person site support, as per travel schedules drawn up by the IT Service Desk Manager.
• Participates in extended hours, after-hours, and weekend IT support coverage based on extended hours as needed.
• Performs other related duties as assigned.

Required Qualifications:

• Two (2) or more years of experience working with Microsoft software products, or IT service desk in a business environment.
• Good communication and interpersonal skills.
• Ability to establish effective rapport with all levels of employees and provide professional customer service.
• Good troubleshooting skills and ability to research a wide range of computing issues.
• Knowledge of administering and working with Fresh Services IT Service Desk system
• Expert working in a team-oriented, collaborative environment with excellent customer service orientation.
• Knowledge of and experience in hardware and software including Microsoft Office Products.
• Basic knowledge of account maintenance for Key applications highly preferred.
• Completion of Help Desk Institute’s Help Desk Boot Camp is preferred.
• Bilingual (Spanish) preferred.

Education Requirements:

• Training from technical/business/trade school or college.
• A bachelor’s degree in IT, computer science or a related field is preferred.