Support I - Desktop

Core Function

Work to assist staff to resolve technical issues and provide courteous and knowledgeable assistance with questions. Phone support provides 1st level support for the Help Desk including research and resolution for technical problems. They serve as the primary contact for solving, assigning, and escalating tickets properly and escalate calls to 2nd tier support as needed.

All resources maintain, troubleshoot and repair technical infrastructure including: desktop hardware, operation systems, applications and office systems. Serves as the first line of support for all user IT support issues within an area and works with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution. Work as remote hands and onsite resource for other IT departments.

Essential Duties & Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

• Identifies, researches, and resolves technical problems.
• Responds to help desk tickets, telephone calls, and e-mail and personnel requests for technical support.
• Tracks and monitors the problem to insure a timely resolution.
• Manage user systems, applications and office productivity appliances: maintain repair or upgrade desktops, laptops, printers, scanners, copiers, and fax machines; maintain and support Windows desktop and applications (MS Office Suite), install vendor critical and security patches and updates.
• Provide support for all user IT support issues and work with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution.
• Serve as the IT Liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.
• Safeguard the company's operating data through a formalized and documented program of security administration and data backups.
• Establish, enforce and monitor policies and procedures to ensure appropriate usage of information systems.
• Develop and maintain desktop support procedures, and prepare end-user documentation
• Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory and labeling.
• Evaluate, design and implement new systems (software and hardware) to increase productivity, enhance business operations and services, and reduce manual or paper processes.
  
  

Supervisory Responsibilities

• None
  
  

Minimum Knowledge, Skills And Abilities Required

• Associate's degree in computer science or related field.
• Microsoft certified systems engineer (MCSE) desirable.
• Equivalent combination of education & experience will be considered.
• At least 1 year in a help desk support role. 1-2 years preferred.
• Demonstrates excellent verbal communication and writing skills.
• Demonstrates good customer service skills and motivation.
• Ability to work well with various people from staff to high-level administrators.
• Demonstrates experience in using, configuring, and troubleshooting Windows computer platforms in an active directory environment.
• Demonstrates experience using and troubleshooting various applications such as Microsoft Word, Excel, Access, Outlook, and Web based applications.
• Experience with configuration of Outlook/Exchange. Able to solve Outlook configuration issues such as permissions, views, calendar-sharing, email rules, data migration, etc.
• Working knowledge of LAN/WAN hardware and administration.
• Working knowledge of managed care operations desirable.
• Experience with imaging solutions such as Altiris desirable.
  
  

Physical and Mental Demands

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus.

• Ability to lift and carry computers and computer monitors.
  
  

Mental Demands

While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors.

General office environment

Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.