IT Co-op

Yaskawa Motoman•Miamisburg, OH

15h

About The Position

This role involves providing technical support to end-users, managing IT-related tasks, and assisting with various IT functions within the organization. The IT Co-op will be responsible for troubleshooting hardware and software issues, documenting requests, and performing routine maintenance.

Requirements

Field incoming help requests from end users via telephone and email in a courteous manner.
Document all pertinent end user identification information.
Record, track, and document help desk requests.
Build rapport and elicit problem details from help desk customers.
Prioritize and schedule problems.
Escalate problems when required to the appropriate resource/supervisor.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level.
Install and upgrade software.
Install hardware.
Implement file backups.
Configure systems and applications.
Install anti-virus software.
Perform preventive maintenance.
Check and clean workstations, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Develop help sheets and frequently asked questions lists for end users.
Manage warranty fixes.
Schedule service.
Order parts.
Return failed components.
Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc.
Occasionally assist with mail runs.

Responsibilities

Field incoming help requests from end users via telephone and email.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Record, track, and document help desk requests.
Build rapport and elicit problem details from help desk customers.
Manage print center functions such as printing training manuals.
Prioritize and schedule problems, escalating when required to the appropriate resource/supervisor.
Access software updates, drivers, knowledge bases, and FAQs for problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing/upgrading software, installing hardware, implementing file backups, and configuring systems/applications.
Install anti-virus software.
Perform preventive maintenance, including checking and cleaning workstations, printers, and peripherals.
Test fixes to ensure problems are resolved.
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends to prevent future problems.
Develop help sheets and FAQs for end users.
Manage warranty fixes, including scheduling service, ordering parts, and returning failed components.
Perform end-user training on Operating System functionality, Office suite, email, voicemail, network access, etc.
Occasionally assist with mail runs.