Job Details
Qualifications
- Computer hardware
- Computer skills
- High school diploma or GED
- Microsoft Excel
- Microsoft Outlook
- Software troubleshooting
Job Description
SUMMARY:
A "Support Desk Coordinator" support person is an entry-level position that provides technical support to customers (internal and external), either over the phone, in person, or by email. Their primary responsibility is to ensure that customers can properly operate any machinery or technology they may be having trouble with. This support person typically has a strong understanding of computer hardware and software, as well as basic networking and troubleshooting skills. They must also be able to communicate effectively with customers (employees) of all levels.
ESSENTIAL FUNCTIONS:
Review and manage support requests from GFC users.
Identify, organize, and assign tickets according to priority and systems/applications affected.
Follow through on ticket status and completion with the end user.
Update and maintain company contacts.
Understand the user environment and be able to react to all levels of user requests.
Search knowledge base for the purpose of providing information/resolution to requesting users.
Troubleshoot minor equipment malfunctions and correct them as directed by computer manuals or supervisor.
Train clients on applications and/or operating systems
Create/change user credentials in application and/or operating systems as assigned.
Meet with key users and/or IT staff to help identify the cause of recurring issues.
Able to react to changing environment and juggle multiple varied requests.
SKILLS, KNOWLEDGE, ABILITIES:
Experience with Microsoft Office: Outlook, Excel & Word
Basic TPC/IP knowledge. IE: ipconfig, ping, nslookup, tracert.
Understanding of Active Directory.
Hardware tasks to perform are hare drive swap and replace/add memory modules on laptops and desktops.
Common computer cabling and ports. IE- different USB versions, HDMI, VGA, DisplayPort.
Strong attention to detail and accuracy while meeting deadlines.
Must be self-directed and possess a high level of personal organization and drive.
Possess excellent communication skills including verbal, written and interpersonal.
Interact well with employees at all levels within the organization and be able to build and maintain positive working relationships.
Willingness and ability to be flexible and adapt to changing job requirements.
Ability to gather data, compile information and prepare reports.
Process knowledge or ability to read computer instruction manuals, comprehend directions therein, and implement the methodology in order to remedy minor computer equipment malfunctions.
Knowledge of computer logic in order to perform tasks listed under principal duties and responsibilities.
Maintain discretion and confidentiality.
Android and IPhone experience a plus.
JOB QUALIFICATIONS:
High school diploma or equivalent
PHYSICAL REQUIREMENTS & WORK ENVIRONMENT:
The physical demands and work environment described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job operates in a professional office environment. This role routinely uses standard office equipment.
While performing the duties of this job, the employee is required to type, file and/or lift up to 20 lbs. The employee is frequently required to hear and speak. The employee is required to sit, stand, move about, and use hands and arms to reach, handle or feel. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
SUPERVISORY RESPONSIBILITY:
This position has no supervisory responsibility.
TRAVEL:
No travel expected for this position.
OTHER DUTIES:
Duties, responsibilities and activities may change at any time with or without notice. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.