Position Summary

First tier level of support. Under general supervision, provide technical software, and hardware problem resolution to all end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a help desk environment; clearly communicate technical solutions in a user-friendly, professional manner; assist help desk technicians II; pass more complex end-user problems on to help desk technician II; Documents, Tracks and Monitors all computer system work requests through the use of the Track-IT software to ensure a timely resolution to end-users.

Supervision Exercised

Reports to the Technical Services Manager.

Major Duties And Responsibilities

1. Via telephone or In-person; identifies, diagnoses, and resolves level one issues for end-users having computer software or hardware issues; communicates solutions to the end-users.  
2. Constantly monitors major system’s interfaces and performance reporting any issues to the System Analyst II, Technical Services Manager, or Director of Information Technology (IT).
3. Install and perform minor repairs to hardware, software or peripheral equipment following design or installation specifications.
4. Communicates in a friendly manner all pertinent information in a timely and accurate fashion. Uses department resources to locate answers for end-users.
5. Processes and transmits on-demand verification reports to appropriate personnel.
6. Document, Tracks and Monitors all computer system work orders through the Track-IT software, including detail information about the issue/problem and a complete resolution to the issue/problem.
7. Responsible for completing a daily end of shift report; documenting all of the tasks and work orders completed during the shift.
8. Responsible to create an active issues log to be passed onto the next shift; documenting all ongoing issue of the day to include any high priority work orders.
9. Sets up equipment for employee use, insuring proper installation of cables and software.
10. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
11. Performs minor computer hardware repair for computer equipment and peripherals that are NOT covered by third-party vendor maintenance agreements.
12. Tags, Set up, and assists in the configuration of new and used end-user computers hardware/software including peripherals.
13. Performs other related duties as assigned by the Technical Services Manager or Director of Information Technology (IT)

Secondary Duties And Responsibilities

Knowledge, Skills And Abilities

1. Knowledge of commonly-used concepts, practices, and procedures within an IT Department.
2. Excellent customer service skills.
3. Excellent verbal and written communication skills.
4. Have the ability to analyze and resolve problems.
5. Maintain the confidential nature of matters pertaining to company records, policies and customer lists.
6. Excellent analytical skills.
7. Excellent organizational skills.
8. Excellent communication skills.
9. Ability to understand and use a computer proficiently.
10. Ability to type and update data.
11. Ability to follow instructions.
12. Knowledge of the following applications or systems is preferred:

• Microsoft Office Suite 2007 (Word, Excel, Access…)
• Microsoft Outlook 2007
• Windows  XP/Vista

Minimum Qualifications, Education And Experience

Required

1. High School Diploma or GED certification.
2. One (1) year of computer related experience.
3. One (1) year of customer support via the phone.

Preferred

1. A+, Network+ or Security+ certification.

Licensing Status

1. Must be able to obtain and maintain the required Gaming License.
2. Will require a post-offer, pre-employment and random drug screening.

Working Conditions

1. Work is performed indoors.
2. Work is in a 24x7 on-call environment.
3. Work hours subject to change with overtime work required.
4. Must be able to work long hours under stressful conditions.
5. Subject to hazards that may cause personal bodily harm: smoke, common colds, influenza, dust, odors and elevated noise levels.
6. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
7. Duties may involve walking, standing for long periods of time, sitting and crouching.