Provides timely delivery of quality technical support to internal and external customers, is an advocate for Trailer Park employees to receive exceptional customer service from the IT Department. Assists endusers in resolving hardware and software issues by fielding telephone calls and email communications, diagnosing problems and performing troubleshooting activities. Relies on extensive knowledge and professional discretion to achieve goals. Significant ingenuity and flexibility are expected.
-Ensure that the Help Desk phone line is monitored.
-Address technical problems pertaining to Trailer Park desktops and laptops, peripherals (printers, drives, monitors, etc.), and telephones.
-Assist in the maintenance of the software library. Promptly return software to the library when completed with an install. Refrain from taking software off-site.
-Oversee the purchase and delivery of new computer hardware and software.
-Coordinate delivery schedules with the applicable internal and external parties.
-Assist with the accurate tracking of all IT inventory.
-Oversee the process of shipping/receiving hardware for return, exchange and/or repair.
-Provide weekly activity reports summarizing independent day-to-day efforts and results, as well as the identification of benefits and enhancements accomplished for specific departments.
-Occasionally pick-up and/or deliver computer related items from/to a vendor or maintenance facility.
Bachelor’s degree in a technical field or equivalent education/professional experience is desired.
Product specific technical training, certifications or equivalent with Apple or Microsoft operating systems and applications are desired.
-Experience working in a Help Desk or Customer Service team is required.
-Level 1/2 technical experience with Microsoft Office for Windows and Mac (Full suite including Word, Excel, Outlook, Access, Project and PowerPoint) is required.
-Level 1/2 technical experience with Apple and Microsoft desktop operating systems is required – other (less current) desktop experience is desired.
-Citrix Receiver, Cisco VPN Client, Track-It!, ZenDesk, and desktop imaging experience is desired.
-Experience with VoIP telephone systems is desired.
-Excellent “people skills” and ability to communicate well verbally and in writing. Experience working with people at all levels of the organization and all technical skill sets.
-Self-motivated and willing to learn new concepts, technologies and processes.
-Strong organizational skills.
-Ability to successfully work in a fast-paced, technical environment.
-Demonstrated ability to handle confidential information.
-Ability to work flexible hours and provide emergency coverage in a mission critical 24*365 environment as needed.
-Ability to solve technical issues and carry out responsibilities under minimal supervision.
-Ability to plan and to report back to management regarding in-process projects.
-Ability to organize workload for effective implementation.
-Ability to function as an effective team member.
-Ability to maintain a professional and helpful attitude while performing job responsibilities.
-Ability to adapt as the external environment and organization evolves.