Summary

Essential Duties and Responsibilities

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Install anti-virus software.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.

• Collaborate closely with designers and engineers to understand printing requirements.
• Operate and maintain 3D printers, including setup, calibration, and troubleshooting.
• Conduct quality control checks on printed objects to verify adherence to specifications and standards.
• Manage inventory of 3D printing materials and supplies, ensuring adequate stock levels.
• Stay informed about advancements in 3D printing technologies and techniques, and propose innovative solutions to improve processes.
• Provide training and guidance to team members on 3D printing best practices and safety protocols.
• Troubleshoot technical issues with 3D printers, such as software errors, filament jams, and print failures.

Supplemental Duties and Responsibilities

• Administer and maintain end user accounts.
• Maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• If necessary, liaise with third-party support and PC equipment vendors.
• Develop and maintain training materials and documentation.
• Other duties may be assigned as required.

Competencies

• Associate’s degree or equivalent in a related field from a 2-year college or technical school; or 1 year of related experience and/or training/education.