DESKTOP SUPPORT 1

May include:

• Manage and coordinate desktop resolutions reported through the problem tracking system. Resolve reported desktop/laptop hardware problems.
• Write work instructions for the installation, repair and maintenance of hardware and software. Basic user training - desktop and laptop.
• Participate in special projects such as equipment moves, repair/ maintenance of network printers and personal computers
• Assist in standardizing PC configurations and providing Hardware/Software updates including Operating System, Network Client, hard drive, memory, CD-Rom, Printer, Scanner, etc.
• Timely customer follow-up and status reports until issues/tasks are resolved; manage online ticket system
• Responsible for Desktop Support requirements to meet and maintain the Service Level Agreements (SLA). Review and resolve escalated customer problems
• Follow through with other IT teams to track the status of the issues
• Document all actions taken to resolve customer requests in call tracking system
• Provide second level support for network and email connectivity, computer operating systems, hardware and software, internally developed applications, midrange (AS/400) operations, tape and backup operations
• Troubleshoot, analyze, resolve, track, escalate and accurately document hardware, software, and technical issues
• Support features, functionality, and usage of applications
• Support the Manufacturing facility environment including thin clients, scanners, monitors, printers, etc.
• Make sound business decisions, with little direction, by following documented procedures and adhere to established policies and procedures.
• Review current Work Instructions and provide edits to the IT documentation and create new WI’s as required
• Cross-training with other groups as assigned as well as train users
• Analyze, interpret, and escalate problems to other IT teams Review escalated tickets to determine root-cause analysis
• Provide after hours on-call support on a rotational basis Develop images for all Wyse and HP thin clients
• Maintains lists for licenses and printer locations
• Investigate and implement solutions to problems dealing with terminals, laptops, printers etc.
• Setup, install, and maintain Wyse and HP devices

Knowledge & Skills:

• A certification and PC hardware repair knowledge.
• Excellent written and verbal skills
• Must be PC literate and be able to support Microsoft Office products (Access, Word, Excel, Power Point, etc).
• Ability to document work in progress
• Excellent customer service skills
• Ability to analyze, trouble shoot and solve problems.
• Ability to work well with team members/customers and diffuse volatile issues
• Effective organizational and time management skills
• Working knowledge of thin clients, terminal servers, and barcode scanners preferred
• Experience with endpoint preferred
• Encryption software knowledge is a plus
• Knowledge of application upgrades, roll outs, and anti-virus software

Experience:

• 2 years of experience in the related field

Education:

• High-School Diploma required, Associates Degree or higher preferred
• MCP Preferred

Must be able to perform essential responsibilities with or without reasonable accommodations.

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.

Education

• High School or better