Service Desk 1

Essential Functions:

• Via telephone or In-person; identifies, diagnoses, and resolves level one issues for end-users having computer software or hardware issues; communicates solutions to the end-users.
• Install and perform minor repairs to hardware, software or peripheral equipment following design or installation specifications.
• Document, Tracks and Monitors all computer system work orders.
• Set up equipment for employee use, insuring proper installation of cables and software.
• Performs minor computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
• Create Documentation for users to reference on different support areas.

Additional Responsibilities:

• Clearly communicate technical solutions in a user-friendly, professional manner.
• Assist and support other IT teams.
• Pass more complex end-user problems on to help desk technician II.
• Documents, Tracks and Monitors all computer system work requests through help desk software to ensure a timely resolution to end-users.
• Ensure compliance in all safety, health, and environmental regulations, policies and procedures for a goal of zero incidents and injuries; Assist in delivering required training to ensure that all coworkers have the necessary skills to perform their jobs properly and safely.
• Communicate consistently on all activities to appropriate individuals (internal & external).
• Maintain ongoing communication and adhere to all Companywide policies to eliminate and/or reduce exposure to liability.
• Special projects or work as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications Guidelines

Experience/Training/Education:

Required: 0 – 1 years of experience in Support.

Knowledge/Skills/Abilities:

To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Uses intuition and experience to designs efficient work flows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
• Customer Service - Responds promptly to customer needs; Uses customer feedback to continually improve service; Continually meets or exceeds commitments.
• Oral Communication - Speaks clearly and precisely in all situations; Maintains positive attitude in all situations when speaking with customers.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
• Teamwork - Contributes to building a positive team spirit; Supports everyone's efforts to succeed; Brings ideas and contribution to the team to continually improve.
• Planning/Organizing – Works well with plans and priorities; Makes the most of their time; Remains organized.
• Safety - Observes safety procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Physical and Environmental Elements:

This is primarily an office classification and employees work in an office with moderate noise levels, controlled temperature conditions and no direct exposure to hazardous physical substances. May work offsite in various environments; travel may be required. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard, typewriter keyboard or calculator and to operate standard office equipment. Must be able to speak clearly and communicate clearly in English. The position occasionally bends, stoops, reaches, pushes and pulls drawers to retrieve and file information and lifts and carries reports, records, and other materials that typically weigh less than 30 pounds.

Special Requirements/Certification:

A Cert is preferred