DAILY TASKS

• Helpdesk support calls.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issues and details provided by customers.
• Walk the user through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems via the IT Trouble ticketing system. All calls must have a ticket associated with it.
• Follow-up and update user status and information.
• Pass on any feedback or suggestions by users to the appropriate internal team
• Identify and suggest possible improvements on procedures.
• Must be on call 1 week out of the month.
• This means that after the hours of 5pm, all helpdesk calls will get forwarded to the employees’ cell phone.
• Helpdesk working hours are between 8am-5pm.
• Provide all levels of IT support.
• Equipment requests (laptop, desktop, monitor, etc…).
• Configure new, repairs, replacement computers for users upon request.
• Equipment requests forms must be submitted for any new equipment.
• Change management forms for any new, termination, or change of employees requests.
• Asset management for all IT equipment which includes, creating, transferring, and retiring any assets related to the IT Dept. (Monitors, printers, CPU’s, Network Equipment, etc…).
• Provide support to on premise users. Setup of IT equipment and assist with moves.
• Virus Removal and prevention.

PROJECTS & OTHER ASSIGNMENTS
• Employee must also be willing to be involved with upgrading systems/networking equipment.
• Project management skills.
• Documentation of procedures.