Summary: Will install, troubleshoot, and maintain related products and/or equipment. Trains employees. Identifies, analyzes, and repairs product failures, orders and replaces parts as is needed. Determines and recommends which products or services best fit the customers' needs.

Responsibilities:

• Under direct supervision, will receive support requests from customers via telephone, IT information system and/or electronic mail.
• Install, diagnose, perform repairs and perform preventative maintenance on PCs, printers, routers, telephones, and related equipment.
• Provide prompt, courteous response to customer requests within 2 hours of the initial contact.
• Utilize available resources to develop timely solutions to software and system questions/problems - including written materials, user manuals, corresponding with other staff, with the goal of resolution within one business day.
• Provide assistance with diagnosing and correcting data issues on a customers' system.
• Perform on-site or in-house customer training on products.
• Manage software releases, creating "wish-list" of proposed enhancements and publications for the staff.
• Perform testing/debugging on software products as assigned.
• Identify bugs and shortcomings in software/systems as reported customers.
• Record all support activity in the IT information system.
• Write and/or review documentation and offer suggestions/corrections.
• Participate in evaluation of support service delivery with a goal of improving support services. This can include time studies and evaluation, assessment of current procedures, suggestions for improved procedures, and other related tasks as is assigned.
• Work with other IT support staff to develop and monitor an ongoing departmental roadmap.
• Provide assistance and/or training to other staff within the company. This can include setting up equipment for training, on-site and/or modem demos, consulting on upgrades, performing customizations, and other related duties as is assigned.

Requires:

• Work requires that the field related knowledge that would be acquired through the completion of an Associate's degree with a concentration in IT, IS, or a related degree field or experience that would usually be the result of at least 1 year of direct job related experience.
• Work requires knowledge of commonly used concepts, practices, and procedures within the IT field.
• Must be proficient in the use of personal computer, telephone systems, and all other technical related equipment.
• Must have detailed experience with current Microsoft Windows operating systems.
• Must have experience with network environments including network protocols.
• Must be able to communicate effectively in both written and oral formats.
• Must possess an excellent sense of organization and judgment and have the ability to work independently to complete assigned tasks.