Help Desk

Summary

Under minimal supervision, configures and installs complex hardware and software for IT users' desktops, workstations, weigh stations, POS, security cameras and mobile devices. Provides advanced technical support for software and hardware of end-user computing. Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.

II. Duties and Responsibilities

• Responds to complex service desk incidents. Provides complex functional support for onsite field applications and hardware to resolve incidents at remote sites.
• Isolates difficult or ambiguous issues by reproducing the incident, and/or tracing transactions through site specific infrastructure and networks to identify failure points.
• Provides support and acts as liaison for Operational Technology applications and infrastructure.
• Solves for configuration issues at remote site and for truck equipment to include site specific hardware (PCs, laptops, kiosks, workstations, weigh stations, security cameras, POS devices, in truck and mobile tablets, etc.) and associated software.
• Follows-up on incidents passed on to Tier 3 support groups. Coordinates and works with external vendors as needed to resolve facility cabling issues.
• Creates and updates Support and User Guides for frontline support. Train frontline support on new technology as needed.
• Delivers advanced post-development support (including being onsite for new project/program installations and software releases).
• Contributes to creation and modification of complicated system or application monitors.
• Leads Technical Support business initiatives in accordance with Digital Leadership and onsite team members.

A. Education and Experience

• Education: Bachelors Degree (accredited) in Computer Science, MIS, or similar area of study, or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.
• Experience: Three years of relevant work experience (in addition to education requirement).

C. Other Knowledge, Skills or Abilities Required

Intermediate knowledge or skills in one or more of the following is required:

• SQL queries and scripting.
• Document user, support and maintenance procedures.
• Document standardized communications to users and management.
• Customer service skills including conflict resolution.
• Effectively communicate with staff, management, end users, and other customers.
• Ability to conceptualize end user steps and processes to readily identify the issue/problem.
• Troubleshooting PC problems and issues.
• Problem solving and analytical skills.
• Trains less experienced end users and staff in resolving more complicated PC technical issues and processes.
• General knowledge of PC systems, hardware and software.
• Knowledge of Software functionality.