SUPPORT DESK TECHNICIAN

POSITION PURPOSE

The role of the Support Desk Technician is to provide fast and reliable technical assistance on all IT related incidents and service requests. This position is responsible for resolving support request including meeting customer satisfaction and continuous service delivery demands fora timely resolution. The Support Desk Technician works in a dynamic, fast-paced environment which provides service over the phone, through e-mail, phone, in person (for walk-in customers) and self-service.

POSITION REQUIREMENTS / QUALIFICATIONS

Education/Experience

AA or AS Degree required. BS or BA Degree preferred or equivalent work experience. Three (3) years’ experience working in an IT support role or Help desk environment. A+ Certification preferred.

Licensure / Certification

CPR Certification from the American Heart Association. A+ Certification. Net+, CCNA, MCSA certification, preferred.

Skills / Ability

Ability to keep abreast of current technology and computer trends. Ability to maintain a full functional Help Desk environment. Ability to be cross-trained in other IT related fields. Must possess excellent communication skills, ability to communicate effectively in person, over the phone and in writing. Ability to demonstrate practical troubleshooting and problem analysis techniques.

POSITION RESPONSIBILITIES (THIS IS A NON-EXEMPT POSITION)

User support, responsible for trouble shooting all systems for conflicts and failure.

Documentation of all Help Desk matters in software developed for tracking errors and failures.

Offer software systems support for all office development tools used in the organization.

Maintain an accurate inventory of hardware and supplies used on an everyday basis.

Manages and maintain network infrastructure.

Install/Configure and support computer and printer hardware.

Install/Configure and maintain switches and routers.

Install/Configure and support wireless access points throughout network.

Maintain and organize IT closets to meet premise wiring standards.

Provides technical support for all hardware and Citrix issues.

Maintain inventory control of all technology equipment.

Participate in various IT projects intended to continually improve/upgrade infrastructure.

Communicate daily with users of various levels throughout the company, from entry level to executive, via phone, email and face to face.

Maintains tickets of all service calls.

This will include but is not limited to all MIS functions available at all hours of operation.

Reports to work on time and ready to work with minimal absenteeism.

Adheres to Confidentiality Integrity and Availability Policies and Procedures / HIPAA Regulations and Information Security best practices.

Continued education is required as technology and the department changes rapidly.

Performs other duties as assigned.