Description
Purpose
Serves as an initial point of contact for all technical issues, providing troubleshooting, analysis, and initial triage of all technology related issues and requests. Resolves technical issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. Installs and maintains IT hardware and software for the organization (Workstations, Laptops, Printers, etc.). Coordinates the maintenance, repair and replacement of hardware. Works under close supervision.
Key Responsibilities Efficiently manage phone calls, tickets, emails, and walk-in issues. Identify the root cause of technical problems remotely, resolving them or escalating when necessary, and perform triage as required Provides entry level hardware and software support for computers, tablets, phone, printers and other technical devices Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately Clearly communicates technical solutions in a user-friendly and professional manner Install and support Roseburg's business applications Logs and fully documents all issues and follow-up information within ServiceNow ticket tracking software Planned and break / fix deployments of IT related hardware, user data migration, application discovery and migration, and hardware support and/or setup Provide on-site troubleshooting assistance for Network and Systems teams for the WRO and Dillard Complex (Network, Servers, Critical Systems) Follow SLAs to ensure initial response and timely resolution for tickets Supports management of IT inventory supplies and IT checkout laptop stock to provide the business with required hardware on demand Provide Service Desk coverage on a set Monday through Friday schedule occasionally assisting with projects outside of standard business hours Work towards / train on Tier 2 responsibilities Other duties, assignments or projects as assigned Models company core values Requirements
Associate's degree in a computer science related field or a minimum of 2 years of working experience that is sufficient to successfully perform job duties Communicate clearly and concisely, both orally and written Knowledge of Microsoft Windows 7, Windows 10, and domain environments Proficient with Microsoft Office 365 Excellent customer service skills and the ability to support users with all levels of technical knowledge Preferred Qualifications
Knowledge of ITIL best practices Experience using ticket tracking software Knowledge of Cisco video conference technologies A+ or CompTIA Certifications
Purpose
Serves as an initial point of contact for all technical issues, providing troubleshooting, analysis, and initial triage of all technology related issues and requests. Resolves technical issues related to desktop or laptop hardware or software, network services, remote access, software applications, etc. Installs and maintains IT hardware and software for the organization (Workstations, Laptops, Printers, etc.). Coordinates the maintenance, repair and replacement of hardware. Works under close supervision.
Key Responsibilities Efficiently manage phone calls, tickets, emails, and walk-in issues. Identify the root cause of technical problems remotely, resolving them or escalating when necessary, and perform triage as required Provides entry level hardware and software support for computers, tablets, phone, printers and other technical devices Remotely identify the root cause of technical issues and resolve or escalate the issue appropriately Clearly communicates technical solutions in a user-friendly and professional manner Install and support Roseburg's business applications Logs and fully documents all issues and follow-up information within ServiceNow ticket tracking software Planned and break / fix deployments of IT related hardware, user data migration, application discovery and migration, and hardware support and/or setup Provide on-site troubleshooting assistance for Network and Systems teams for the WRO and Dillard Complex (Network, Servers, Critical Systems) Follow SLAs to ensure initial response and timely resolution for tickets Supports management of IT inventory supplies and IT checkout laptop stock to provide the business with required hardware on demand Provide Service Desk coverage on a set Monday through Friday schedule occasionally assisting with projects outside of standard business hours Work towards / train on Tier 2 responsibilities Other duties, assignments or projects as assigned Models company core values Requirements
Associate's degree in a computer science related field or a minimum of 2 years of working experience that is sufficient to successfully perform job duties Communicate clearly and concisely, both orally and written Knowledge of Microsoft Windows 7, Windows 10, and domain environments Proficient with Microsoft Office 365 Excellent customer service skills and the ability to support users with all levels of technical knowledge Preferred Qualifications
Knowledge of ITIL best practices Experience using ticket tracking software Knowledge of Cisco video conference technologies A+ or CompTIA Certifications