What are the responsibilities and job description for the IT Support Services Rep I position at Dukal Corporation?
JOB OVERVIEW:
Dukal, LLC is in search for an IT Support Services Rep I. The IT Support Services Rep I will be the first point of contact for end users experiencing software and hardware issues. Your primary responsibilities will include providing first-level technical support for end-user software and hardware problems, receiving and responding to telephone calls, chats, and emails from users with computer difficulties or inquiries about specific software, hardware, email, operating systems, and proprietary software, escalating unresolved issues to appropriate team members via Zendesk, and logging all incidents into Zendesk for tracking and resolution.
Key Responsibilities
- Receive phone calls, chats, and emails from end users who are experiencing technical difficulties.
- Ticket all communications within our Enterprise Zendesk system.
- Provide level 1 troubleshooting and route all issues that cannot be resolved to the appropriate team.
- Assist with the setup and deployment of new hardware including Desktops, Laptops, Tablets, Scanners and Smartphones in addition to providing instructions to the users on system features, functions, and other capabilities
- Install software and software upgrades to end users via Remote desktop tools
- Perform “hands on” technical tasks such as PC moves, Printer setup, video conferencing kickoffs, and assisting second level team with issue resolution.
- Maintain an inventory of all hardware and software resources and parts.
- Develop training materials and procedures (SOP), and/or train users in the proper use of hardware and software.
- Performing cabling and wire drops as needed within corporate office network
Specific Knowledge & Skills
- Knowledge of PC hardware repair.
- High level proficiency with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Teams)
- High level proficiency of Windows and Mac Operating Systems specifically Windows 10 & 11 and Mac OS 10
- Basic understanding of networking technologies TCP/IP within Switches & Routers
- Ability to adapt to new applications and technology quickly.
MINIMUM WORK EXPERIENCE:
- Typically, 3 or more years of related professional experience.
Preferred Education
- This position requires a bachelor’s degree in computer science, Information Technology or related field.
Travel/Physical Demands
- Travel typically less than 10%. Office Environment
- Ability to lift, carry, push, and pull up to 50 pounds.
The posted range for this position is $43,268 - $59,494 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.
Salary : $43,268 - $59,494
