Job Description

This position is responsible for supporting desktop computers and office equipment, including the installation, configuration and troubleshooting.  The incumbent is required to interact with users both in person and over the telephone and is expected to maintain the highest levels of courtesy.  Business hours are from 8am to 5pm Monday through Friday with occasional after-hours support and weekend duty.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• SERVICE DESK QUEUE MONITOR
  • Monitor Service Desk Unassigned Queue
  • Code and route tickets as appropriate
  • Ensure all requesters have proper relationships in Service Desk
• HARDWARE INVENTORY CONTROL
  • Ensure all hardware is properly tagged with asset ID
  • Ensure all hardware is properly input into Service Desk
  • Ensure proper hardware inventory count
  • Maintain hardware inventory
• SOFTWARE INVENTORY CONTROL
  • Ensure all software is recorded in Service Desk
  • Maintain software license count
• FIRST CALL – TIER 1
  • Answer and record help desk inquiries via phone, email and Service Desk tracking system
  • Provide user training on desktop applications
  • Fully document work in service desk
  • Provide First Call resolution service
  • Work directly with users to troubleshoot desktop system problems
• TIER 2
  • Work directly with users to troubleshoot desktop and/or laptop system problems
  • Workstation moves
  • Software installs
  • Responsible for assisting with PAF’s (personnel action forms)
• ADDITIONAL DUTIES
  • Any additional duties as assigned

Qualifications

MINIMUM QUALIFICATIONS:

• Minimum 1 year supporting Windows 10 working environment
• Minimum 1 year of experience supporting MS Office Suite 2013
• Knowledge of Active Directory
• Solid working knowledge of computer software and hardware
• Prior helpdesk experience preferred
• Able to work flexible hours and overtime as required
• Excellent written and oral communication skills
• Team player, detail-oriented, energetic, solid troubleshooting skills, positive attitude
• High School Diploma

Additional Information

Please submit your salary expectation with your resume.

Salary for this position will be based on experience.

All your information will be kept confidential according to EEO guidelines.

Fortessa Tableware Solutions, LLC offers a full benefit package including health, dental, vision and disability insurance. We also offer a 401k plan with employer match and an Employee Stock Ownership Plan after eligibility requirements are met. We look forward to hearing from you!