I.S. Technician

The IS Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

RESPONSIBILITIES

Field incoming help requests in a courteous manner while building rapport and eliciting problem details from help desk customers.

Document important task notes:

end user identification information, task progress/actions, documentation, and completion notices, including proper communication with user. Keep control logs up-to-date. Prioritize and schedule problem resolutions while monitoring. Utilizing, and updating Help Desk software. Escalate and communicate problems (when required) to the appropriately experienced technician and make management aware of significant issues Apply diagnostic utilities to aid in troubleshooting, and work with vendors to identify and resolve issues, including printer/peripheral equipment vendors 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 preventative maintenance and hands-on and remote fixes at the desktop level and other I.S. supported hardware/software, including: installing/upgrading software (such as anti-virus software and other security software), installing/upgrading hardware; configuring systems and applications, in the goal of meeting user expectations Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests. Provide general education to end-users by assisting users to learn and understand basic PC capabilities and I.S. procedures and policies, and assist in developing help sheets and frequently asked questions lists for end users. Provide support and communicate effectively with other tiers and I.S. department groups (including application, network, database) Perform all other duties as assigned. Provide after-hours assistance and support as needed. Perform scheduled tasks as well as routine tasks benefiting department Ability to organize and prioritize projects assignments, tasks, projects, and regular functions Perform preventive Maintenance functions and logging of tasks.

QUALIFICATIONS/REQUIREMENTS EXPERIENCE

5+ yrs. (5-10 yrs. preferred)

EDUCATION

High School, 2 yr. college degree preferred

LICENSES/CERTIFICATIONS

N/A