Respond to inquiries and requests for assistance with the Agency's computer systems or PCs via phone, voice mail, e-mail or direct request. Accurately logs requests and resolutions. Identifies and rectifies problems and provides assistance to Agency staff in an efficient and customer-friendly manner.
Works with other IT staff, manufacturers, vendors, support services and consultants to resolve problems
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop services
Ensure network connectivity to the desktop, printers, copiers and scanners
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
Maintain inventory of computer and networking equipment
Create and maintains end-user operating system and application user IDs. Assign user accounts to roles and rights from various directories and applications
Train Users on applications and IT policies
Provide training to Agency staff in informal and formal settings
Produce daily and monthly reports for locations visited
The ability to provide documentation on fixes for knowledge base
Must be able to ascertain a problem at a location and either resolve the issue or report back for escalation
Review and apply inventory activities, including movement and deletion of company equipment
Must have excellent communication skills
Keep users informed of upcoming changes with the ability to convey these messages in an engaging manner
Comprehend user requirements and make appropriate recommendations and/or briefings
Excellent technical knowledge of PC and desktop hardware and internal components, operating systems and networking principles.
Thorough knowledge of MS Windows and MS Office.
Specific knowledge, training or experience in any of the following areas desirable: Active Directory, Citrix, Cisco, ODBC, Kronos, TCP/IP.
Ability to reference, understand and utilize technical manuals and procedural documentation.
Ability to conduct research into PC issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Ability to present ideas in user-friendly language.
Ability to understand the organization's goals and objectives.
Analytical and problem-solving abilities, with keen attention to detail.
Self motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Self Starter with High Energy and a positive manner, a can do attitude.
Experience working in a team-oriented, collaborative environment.
Strong customer-service orientation.
Associated topics: assistant, client support, desk, excel, information technology help desk, information technology support, system support, technical support, technical support specialist, troubleshoot
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.