ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Field incoming help requests from end users via both telephone and work orders in a courteous manner;
  • Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue;
  • Diagnose and resolve software and hardware incidents, including operating systems and across a range of software application;
  • Assist all users with any logged IT related incident when called upon;
  • Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the individual(s) as soon as possible; escalating incidents to other support teams where necessary;
  • Accurately record, update and document requests;
  • Install and configure new IT equipment;
  • Resolve incidents and upgrade different types of software and hardware; printers, copiers and scanners;
  • Maintain a first class level of service ensuring all individuals are treated efficiently and in an appropriate manner;
  • Create, maintain and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable user to become more self-sufficient;
  • Protect organization’s value by keeping information confidential
  • Be willing to attend internal training courses as necessary to keep up to date with the latest technology and internal system processes.
  • At the completion of the first six months, become self-sufficient in handling corporate policy and procedure.

 

EDUCATION, EXPERIENCE, AND SKILLS:

  • B.A. or equivalent degree; prefer information sciences and technology, computer science or related degree; recent college graduates are encouraged to apply
  • Active Cisco or RHCE Certification preferred
  • Experience with Linux/Unix
  • Windows Server Experience
  • Excellent verbal and written communication skills
  • Strong work ethic and organizational and prioritization skills
  • Unwavering attention to detail
  • Strong organization, documentation skills
  • Persistence and excellent follow-up skills
  • Demonstrated ability to manage time effectively across diverse activities
  • Energetic, motivated, personable, outgoing and enthusiastic at all times!