20149 - Sr Service Desk Rep.

West Point, GA (fully onsite)

CBU:   KaGA

PURPOSE:

Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases.

ESSENTIAL FUNCTIONS:

• Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner • Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals • Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned • Open/Close and update incident history via ITSM, or other Helpdesk applications, as assigned • Backup/Restore user profiles and data, in-compliance with assigned procedures • Document, maintain, upgrade or replace hardware and software • Adhere to naming standards and labeling of all assets • Adhere to Customer Support standards and procedures to ensure priorities and goals are met 

Other Duties •Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY - None

DECISION MAKING/DISCRETION - Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.  

RESULTS - Escalate as needed to address business need when determined to be out of scope of position responsibility.

STRATEGY DEVELOPMENT - Normally receives little instruction on daily work, general instructions on newly introduced assignments.

EDUCATION - •Associates Degree or equivalent work experience

WORK EXPERIENCE – 7+ years’ experience in the IT field.

SKILLS/KNOWLEDGE:

• Basic understanding of networking.

• Troubleshooting skills.                     

• Microsoft office suite, Windows, Microsoft Exchange server.     

• Antivirus software.                                         

• Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.

• Ability to plan, organize, coordinate work assignments.

• Ability to complete projects on time.

• Ability to work well independently and in a team environment.

• Ability to interact positively with internal and external customers.

• Skill in the utilization of correct grammar, spelling, punctuation, and required formats.

• Ability to multi-task.

AVAILABILITY:   Can work any shift that is asked of you as this is a 24/7 operation and we will need coverage from time to time.

CERTIFICATIONS - none required but any ones in Windows is welcomed.

PHYSICAL REQUIREMENTS - Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information.

TOOLS AND EQUIPMENT -Employee must be able to use a telephone, computer, keyboard, printer, copy machine, Microsoft Word, Excel

TRAVEL TIME -Occasional travel to nearby sites may be required.

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