Support II - Desktop

Pomeroy•Cranberry Township, PA

3h•Onsite

About The Position

This position will require the use of remote tools to resolve open issues or complete outstanding requests that involve new functionality of PC hardware, software and peripherals. This position requires the ability to articulate in a clear and precise manner and the ability to obtain information quickly and accurately. The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

Requirements

Associate degree in business, information technology, or CIS/MIS.
Must possess an understanding of HDI best practices or be HDI certified.
2+ years of experience in a support role.
Proven technical knowledge and understanding.
Must be a resourceful and innovative problem solver.
Ability to work in a professional manner, be flexible, and handle interactions with all levels of the organization.
Demonstrated ability to communicate well with other members of the IT department and with non-technical end users.
Self-directed, organized, and motivated.

Nice To Haves

A+ Certification/MCP is a bonus.

Responsibilities

Interacts with office personnel on support related issues.
Responds to all Help Desk tickets within one business day and creates relevant documentation.
Distributes newly created documents to more experienced team members for review and posting on SharePoint.
Follows standard escalation procedures.
Utilizes existing documentation in the SharePoint system to complete recurring tasks.
Basic troubleshooting of internal network issues.
Works with Procurement Administrator to procure computer supplies within company guidelines.
Administers user and email accounts at all offices.
Documents recurring IT tasks.
Follows closed Help Desk tickets with relevant documentation and distributes to more experienced team members for review and to post on SharePoint.
Trains junior members in applicable policies/procedures.