Job Description

Job Description

The IT Support position will Maintain installed PCs, networks, and peripherals with routine maintenance. Identify, log and resolve technical problems with software applications or network systems. Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.

Summary of Essential Job Duties:

· Provide technical support for both hardware and software issues for HLT’s field locations offices

· Provide Lucid Computer Support helpdesk support and resolve problems to the end user’s satisfaction

· Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority

· Modify configurations, utilities, software default settings, etc. for the HAC’s local workstation

· Manage PC setup and deployment for new and existing locations using standard hardware, images, and software

· Assign users and computers to proper groups in HLMS, FedEx, email.

· Perform timely workstation hardware and software upgrades as required

· Monitor and respond quickly and effectively to requests received through Zendesk

· Maintain inventory of all equipment, software, and software licenses

· Report unresolvable issues to the Lucid Computer Support Supervisor for escalation

· Other tasks as assigned.

Qualifications

Skills/Qualifications:

· Ability to grasp and understand basic customer information

· Ability to cope and handle complex and difficult technical and consumer situations

· Strong phone etiquette

· 1 or more years in contact center experience.

· 1 or more years in a technical capacity

· Experience working with PC hardware and software including general computer and internet knowledge

· Friendly, outgoing personality with the ability to work well with people

· Attention to detail and strong follow-up skills

· Ability to work in a fast pace environment

· High level of dependability and punctuality

Education, Certificates, Licenses, Registrations:

· Associates or Bachelor’s Degree in Information Systems, Business, Communications or related field

· CompTIA A+

Additional Information

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