Provide first-level technical support to team members across multiple locations, resolving hardware, software and network issues. Manage and update help desk tickets, document solutions, escalate complex issues and train end users. The role is based primarily in the administration building and includes a grave shift schedule.
Responsibilities
- Log, troubleshoot, diagnose, assign, track and follow up on help desk requests.
- Coordinate problem solving between end users and IT staff, escalating issues as needed.
- Provide hardware and software support across multiple locations.
- Maintain help desk request files, documentation, procedures and training materials.
- Monitor the ticketing system and ensure work orders are updated and handled according to procedures.
- Train end users to use their systems effectively.
Required Skills
- Hardware troubleshooting
- Software troubleshooting
- Network troubleshooting
- Help desk ticketing systems
- IT service request tracking
- Issue diagnosis
- Technical documentation
- Work order management
- End-user training
- Computer and peripheral support
