Position Title
Desktop Support Administrator
SBU
Corporate
Department
Information Technology
Relocation Covered
Potential
Educational Requirements
Bachelor's degree
Experience Requirements
3 year customer service experience required. Proficiency with Microsoft Office Products (Word, Excel, PowerPoint, Access). Corporate experience directly supporting Windows 2000 and XP. Experience delivering hands-on customer training.
Qualification Requirements
Strong PC hardware troubleshooting skills and ability to perform hardware upgrades and software installation. Proficient in the usage of the Internet to research and resolve technical issues and problems.
Preferred Qualifications
Experience with the following is preferred: Windows XP, TCP/IP communication protocol, Microsoft Office, Microsoft Exchange, VPN, Remedy Call Tracking System, LanDesk, Dell laptops and desktops, HP printers.
Responsibilities
Provide technical support to the user community to identify and resolve computer software and hardware issues and problems. Perform telephone support, document user inquiries and problems and work towards their solution. Provide one-on-one end-user training and assistance on a variety of software applications and computer hardware. MAJOR DUTIES AND RESPONSIBILITIES: Provides computer hardware and software support to include day-to-day operation, maintenance and problem resolution for all computer systems, equipment and software. Customer Service tasks may include; providing customers with assistance in obtaining hardware, software, and services; and assisting the customer in obtaining the training necessary to use the products. Workstation Installation and Maintenance tasks may include: verifying the system is functioning as required; demonstrating an understanding of cabling practices; providing the customer with the printing capabilities they expect. Inventory Control tasks may include verifying serial numbers on equipment and updating records. Ability to use time management techniques to maintain customer service in a high-paced, heavy workload environment; Must be able to interpret and make decisions in accordance with regulations and established policies. Exercise initiative in the improvement, development, and conduct of technical services; write clear, complete, accurate, and logical reports. Maintain tact and composure in stressful situations; communicate effectively and work cooperatively with other staff members and users of technical services; and establish and maintain effective working relationships with management, team members, other staff, and customers. Supervised by Service Desk Manager through reports, meetings and conferences regarding results expected and achieved. Performs other related duties as assigned. Travel to remote sites as needed.
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