IT Helpdesk Support

ESSENTIAL JOB DUTIES/RESPONSIBILITIES: (functions considered essential as defined by ADA)

• Provides Tier 1 support primarily, and as needed and assigned Tier 2 support
• Receives and responds to user requests, providing users with technical support and resolving routine problems concerning information and voice systems related issues and other information
• Receives and coordinates, as needed, all levels of technical questions from users
• Documents all user requests and enters status data from user calls into the Help Desk application; writes regular reports
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Installs software, hardware, and peripheral components
• Creates packages for quick install of all applications
• Maintains desktop hardware and peripherals inventory within the asset management system
• Installs, maintains, coordinates telecommunications and server hardware installation and configuration under close supervision
• Maintains physical security and logical security accounts for assigned systems
• Monitors and resolves entry-level issues relating to systems, network, and security
• Performs entry-level remedial actions to correct problems

Writes clear, concise, and accurate procedural documentation, provides basic training to users on new company-provided product releases and new products

Relocates technical equipment to and from an assigned location