GENERAL STATEMENT OF DUTIES: Performs technical tasks that encompass assisting with hardware installations and upgrades to Windows operating systems and Voice over Internet Protocol; works under the general supervision of the Systems Engineer; performs related duties as required. Work involves changing requirements and priorities with both technical and non-technical staff. Works under the supervision of the Chief Information Officer or designated staff member.
STATEMENT OF TASKS
Answers Help Desk line and interfaces with public.
Assists users in the utilization of computer hardware and software.
Assists users in the utilization of IP Telephone hardware and software.
Monitor Help Desk Tickets to ensure all tickets are resolved in a timely manner.
Ensures issues are documented thoroughly once resolved.
Perform post-resolution and follow-up to Help Desk calls.
First Line troubleshooting of computer and peripheral issues and provides hardware replacement, cleaning or repair as needed.
Works closely with both technical and non-technical staff to resolve, document, and support a variety of issues and services.
Provisions user accounts across a variety of hosted services.
Assists the IT Technician I in preparing, deploying systems and software updates.
Provides setup and configuration of computing peripherals such as printers, CD and DVD read/writers, monitors, scanners, mice, special keyboards, and other equipment as necessary.
Installs Computer hardware within authorized guidelines.
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