Job Description/Responsibilities

Reporting to IS Service Desk Manager with general supervision, provide technical software, hardware and network problem resolution to all Alter computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist Network Technicians; troubleshoot network printer problems; document issue resolution or creating wiki documentation for maintenance and reporting; and perform related work as required.

• Identifies, diagnoses, document and resolves Level One problems for users of the personal computer software and hardware, Alter network, the Internet and new computer technology in a call center environment; communicates solutions to end-users and document.
• Provides one-on-one end-user problem resolution over the phone for Alter approved Personal Computer (PC) software.
• Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, VPN and local-area network access problems.
• Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
• Helps maintain Static IP assignment to specific network hardware using Meraki portal.
• Handle new user requests and associated hardware acquisition and configuration.

Qualifications

• Minimum 1 year prior experience providing end-user phone support for current PC desktop and application software or one year installing, upgrading, troubleshooting and repairing personal computers in a network environment.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.
• Able to travel some overnights may extend up to 5 days. Travel is normally scheduled and not last minute.

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