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Responsibilities:

• Answers, evaluates, and prioritizes support or assistance requests in the Help Desk tracking system.
• Maintains the Help Desk system with all required information such as: hardware, software, users, issues, resolutions and monthly system reports.
• Communicates with user(s) to collect information about problem(s) and effectively diagnoses and resolves technology related problems and issues.
• Communicates with user expected or found issues, time to resolution and proactively trains users, when possible, how to avoid future similar trouble issues.
• Communicates with IT vendors to request service for defective products or returns / replacements.
• Listens to customers’ needs for new services and provides recommended solutions as well as quotes for purchases to be routed through the proper purchasing systems.
• Installs, removes and relocates personal computers, software and peripheral equipment as needed to meet specific application requirements and leased equipment installation / replacement schedules.
• Develop training materials and user manuals for often used software, hardware and technology including steps and uses.
• Help develop and setup IT training classes on-site and or recommend external contracted training where required.
• Support phone system and Cell phone requirements and services.

Qualifications:

• High School graduate or GED
• Two years of college or university or two to four years related IT work experience.
• Good knowledge of IT systems and support.
• Able to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from individuals or groups of managers, users, customers and the general public.
• Able to do basic math including add, subtract multiply and divide.
• Able to solve practical problems and deal with a variety of complex issues that may arise.
• Advanced computer knowledge in mainstream hardware and software systems.
• Able to support and work in a fast passed team environment.
• Bilingual (English/Spanish).