IT Co-op

Yaskawa Motoman Robotics Career•Miamisburg, OH

10d

About The Position

This role involves providing technical support to end-users, managing IT resources, and assisting with various IT-related tasks. The IT Co-op will field help requests, document issues, resolve technical problems, and perform maintenance on hardware and software. This position also includes responsibilities such as managing the print center, conducting user training, and assisting with administrative tasks like mail runs.

Requirements

Experience with fielding help requests via telephone and e-mail.
Ability to document user information and problem details.
Skills in recording, tracking, and documenting help desk requests.
Proficiency in building rapport and eliciting problem details.
Experience managing print center functions.
Ability to prioritize and schedule problems.
Capability to escalate problems to appropriate resources.
Knowledge of accessing software updates, drivers, knowledge bases, and FAQs.
Familiarity with identifying and learning organizational software and hardware.
Experience with hands-on desktop support, including software/hardware installation and configuration.
Proficiency in installing anti-virus software.
Experience with preventive maintenance of workstations and peripherals.
Ability to test fixes and perform post-resolution follow-ups.
Skills in evaluating resolutions and analyzing trends.
Experience developing help sheets and FAQs.
Ability to manage warranty fixes, including scheduling and parts ordering.
Experience performing end-user training on operating systems and applications.
Willingness to assist with mail runs.

Responsibilities

Field incoming help requests from end users via telephone and e-mail.
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.
Escalate problems to the appropriate resource/supervisor when required.
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 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 FAQs for end users.
Manage warranty fixes, including scheduling service, ordering parts, and returning failed components.
Perform end user training in areas such as Operating System functionality, application-specific products (e.g., Office suite), e-mail, voice-mail, network access, etc.
Occasionally assist with mail runs.