Job Description

In this role you have to provide computer support for hardware and software by telephone and e-mail to resolve computer system and user issues. Assists users in resolving difficult problems, often referred by less experienced staff, through discussion and diagnosis. Takes the necessary steps to remedy the problem and are nearly always able to diagnose problems. Will refer problems requiring specialized intervention to a higher level.


Summary of essential job functions:
• Provide computer support for hardware and software by telephone and e-mail
• Resolve 1st Level Support Calls
• Analyze computer software and system configurations to identify user-reported issues and recommend corrective actions.
• Escalate complex issues to appropriate team member following TGC escalation procedures
• Trouble shoot and resolve networking connections issues
• Trouble shoot and resolve Microsoft Windows Desktop Operating system issues
• Trouble shoot and resolve Microsoft Office issues
• Trouble shoot and resolve Visual Manufacturing ERP issues
• Trouble shoot and resolve other computer related issues as needed
• Maintain accurate records of help desk activities to track user history and report recurring problems
• Provide daily DDB updates on helpdesk metrics
• Master Helpdesk support application-Track-IT

Qualifications & Competencies:
• Requires specialized training beyond high school and 2+ years of experience in computer software and hardware applications, or equivalent.
• Solid understanding of standard computer system concepts, MS Windows desktop architecture
• Experience and proven skills with Microsoft Office
• Display strong customer service skills
• Ability to thrive in a fast-paced work atmosphere.
• Professional attitude and goal oriented work ethic
• The ability to quickly learn the basics of new software and tools
• Excellent communication skills. Verbal and written