IT Co-op

Yaskawa Motoman Robotics Career•Miamisburg, OH

17h

About The Position

The IT Co-op provides end-user help desk support by responding to requests through telephone and e-mail, documenting and tracking issues, and working to resolve software and hardware problems. The role also supports desktop systems, printers, peripherals, print center operations, end-user training, and warranty repairs. Other duties may be assigned, including occasional assistance with mail runs.

Responsibilities

Respond courteously to end-user help requests by telephone and e-mail.
Document end-user identification and contact information and the nature of each problem or issue.
Record, track, and document help desk requests; build rapport with customers and elicit details about problems.
Manage print center functions, such as printing training manuals.
Prioritize and schedule problems, and escalate them to the appropriate resource or supervisor when required.
Use Internet resources such as software updates, drivers, knowledge bases, and frequently asked questions to aid problem resolution.
Learn the software and hardware used and supported by the organization.
Perform desktop-level fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software.
Perform preventive maintenance by checking and cleaning workstations, printers, and peripherals.
Test fixes to ensure problems have been adequately resolved and follow up after resolution.
Evaluate documented resolutions and analyze trends to help prevent future problems.
Develop help sheets and frequently asked questions for end users.
Manage warranty fixes, including scheduling service, ordering parts, and returning failed components.
Train end users on operating system functionality and products or services such as Office applications, e-mail, voice-mail, and network access.
Occasionally assist with mail runs.