This position provides user support and customer service on company supported computer applications and platforms. Troubleshoots problems and advises on appropriate action.
Supports end users in ERP system hardware, software, and administrative work at multiple locations. Includes, but not limited to password resets, troubleshooting hardware/software issues, set up new users, verify permission needs, and training
Responds to requests for technical assistance in person, via phone, or electronically through helpdesk ticketing system.
Diagnose and resolves technical hardware and software issues
Installs, services, and supports company computer equipment as needed by users
Replaces PC Parts and hardware as necessary
Arranges warranty repair from vendors
Installs and troubleshoots software programs deemed approved for company use.
Research questions using available information resources and advises users of options
Follows standardized help desk procedures
Utilizes helpdesk ticketing system to log / document any issues for future break-fix and reference purposes.
Identifies and escalates situations requiring urgent attention and redirects as necessary
Tracks and routes problems and requests and documents resolutions
Creates and updates self-help documents so end users can resolve problems themselves
Performs network administrator functions such as establishing user accounts, phone system setup, and email setup
Performs regular server maintenance as directed by the IT Manager
Configure and supports cell phones
Assists with configuration and troubleshooting of print issues
Assists with server upgrades and related software upgrades
Stays current with system information, changes, and updates
Maintains accurate inventory of company assets (i.e. computers, monitors, printers, cell phones, etc.)