Job Description

POSITION SUMMARY:

This is the first line of support for help desk related issues including client computer hardware and software, telephone, printer, copier and other general office equipment for the Terre Haute location. This role also provides support within the IT department on project related tasks as assigned by It Manager.

ESSENTIAL RESPONSIBILITIES:

• Under general supervision, will assist users in resolving problems through diagnosis and discussion of the particular problem. Will take the necessary steps to interview the user, recognize the problem, research, isolate and resolve the problems.
• Will contact software and hardware vendors to request service regarding defective products.
• Can typically resolve problems of a moderate level of complexity escalating more difficult problems to senior-level personnel.
• Must be able to effectively troubleshoot defective computer hardware to identify defective components. May also involve the disassembly of hardware to install replacement parts.
• Must be able to effectively troubleshoot problems related to the latest Windows operating systems.
• Involves the use of a problem management database and help desk systems.
• Analyzes and evaluates incident reports and makes recommendations to reduce help desk incident rate.
• Performs deployment of new client hardware using imaging.
• Manage and troubleshoot handheld barcode scanners.
• Performs basic setup and administration of telephone connections IP-based phone systems.
• Develops user training materials and trains users on software and hardware, or recommends outside contractors to provide training.
• Performs daily routines such as tape backup administration, administration of network and e-mail user accounts.
• Writes software and hardware evaluation and recommendation for management review.
• Assess need for minor system reconfigurations and execute them if required.

QUALIFICATIONS:

Associates or Bachelor's degree in related field from a two or four-year college, university or technical school; and/or four years of related experience and/or training; or equivalent combination of education and experience. Additional attributes include:

• Proficient skills in administering Windows 10
• Imaging machines using Endpoint Manager (SCCM) is a plus.
• Cisco Meraki WiFi knowledge is a plus.
• Must be able to function in a team environment by working with, and cooperating with others.
• Requires a high level of interpersonal skills, written and verbal communications skills, and the ability to deal effectively with individuals both inside and outside of the company in a professional and confidential manner.
• Must be pro-actively involved in continuous improvement processes and team-based systems, and have the ability to effectively promote their use throughout the company.
• Project management and problem-solving abilities.
• A+, Network+, Security+ certifications are a plus.