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 GEDTwo 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).