**Responsibilities:** + Answers, evaluates, and prioritizes support or assistance requests in the Help Desk tracking system. + Maintains the Help Desk system with all required information such as: hardware, software, users, issues, resolutions and monthly system reports. + Communicates with user(s) to collect information about problem(s) and effectively diagnoses and resolves technology related problems and issues. + Communicates with user expected or found issues, time to resolution and proactively trains users, when possible, how to avoid future similar trouble issues. + Communicates with IT vendors to request service for defective products or returns / replacements. + Listens to customers’ needs for new services and provides recommended solutions as well as quotes for purchases to be routed through the proper purchasing systems. + Installs, removes and relocates personal computers, software and peripheral equipment as needed to meet specific application requirements and leased equipment installation / replacement schedules. + Develop training materials and user manuals for often used software, hardware and technology including steps and uses. + Help develop and setup IT training classes on-site and or recommend external contracted training where required. + Support phone system and Cell phone requirements and services. **Qualifications:** + High School graduate or GED + Two years of college or university or two to four years related IT work experience. + Good knowledge of IT systems and support. + Able to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. + Ability to write reports, business correspondence and procedure manuals. + Ability to effectively present information and respond to questions from individuals or groups of managers, users, customers and the general public. + Able to do basic math including add, subtract multiply and divide. + Able to solve practical problems and deal with a variety of complex issues that may arise. + Advanced computer knowledge in mainstream hardware and software systems. + Able to support and work in a fast passed team environment. + Bilingual (English/Spanish).