<p>Summary:</p> <p>This role is responsible for providing customer support related to computer hardware, software and systems. Under general supervision, requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution.</p> <p>Essential Functions:</p> <ul> <li>Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff. </li><li>Document the details related to a problem and resolution in the IT Request System. </li><li>Participate in team projects, complete tasks, and ensure they are completed on time and to specifications. </li><li>Responsible for configuration and deployment of computer refresh at local site. </li><li>Other duties as assigned. </li></ul> <p>Qualifications:</p> <ul> <li>Bachelor's Degree in related field. May consider equivalent work experience in lieu of degree. </li><li>1+ years IT experience. </li><li>Knowledge and expertise in business processes, Service Level Agreements, Standard Operating Procedures and policies. </li><li>Some IT technical training or IT certification. </li><li>Excellent communication skills, both written and verbal, strong organizational skills, and the ability to interface effectively with all levels of the organization. </li><li>Ability to speak, read and write English. </li><li>Ability to handle multiple priorities. </li><li>MS Office expertise. </li><li>Strong Attention to Detail. </li><li>Ability to maintain a strict standard of confidentiality in handling Company sensitive information, reports and correspondence. </li><li>2 years of technical experience in the IT Help Desk Support. </li><li>Experience in providing one-on-one training. </li></ul>