IT Co-op

Yaskawa Motoman•Miamisburg, OH

About The Position

The IT Co-op provides end-user help desk support by responding to requests, documenting and tracking issues, resolving problems, and escalating issues when appropriate. The role also performs desktop-level hardware and software installations and maintenance, manages print center functions and warranty fixes, develops user support materials, and provides end-user training. The position may occasionally assist with mail runs.

Responsibilities

Respond courteously to incoming end-user help requests by telephone and email.
Document end-user identification and contact information, along with the nature of each problem or issue.
Record, track, and document help desk requests; build rapport with users 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, including software updates, drivers, knowledge bases, and FAQs, to help resolve problems.
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 verify that 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 applications and services such as Office, email, voicemail, and network access.
Occasionally assist with mail runs.