User support and customer service on company supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Main Job Tasks and Responsibilities

• respond to requests for technical assistance in person, via phone, electronically
• diagnose and resolve technical network, infrastructure, hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• redirect problems to appropriate resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• prepare activity reports
• stay current with system information, changes and updates

Education and Experience Required

• working knowledge of fundamental operations of network, infrastructure, software, hardware and other equipment
• Experience with voice systems. Both PBX and VoIP
• Experience with Windows Servers.
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• Must have at minimum an Associates Degree.
• Certifications appreciated but not required. A+, MCP, MCSE, CCNA
• related experience and training