Job Description
Under direct supervision of the Manager Customer Support, the Service Technician 1 will deliver basic Help Desk service by providing users with a single point of contact to report Incidents or direct inquiries. The Service Technician I will perform tasks that present low risk to the environment and will analyze and resolve basic problems relating to desktop applications, network connectivity, printers for peripheral connectivity issues, and mobile devices (to include smartphones and tablets). In addition, the Service Technician I will learn assigned systems and gain baseline knowledge of the environment. EDUCATION AND EXPERIENCE REQUIREMENTS Associates degree in business, management information systems or related field preferred. OR One year experience in technical support or supporting local area networks and desktop information systems preferred. PHYSICAL REQUIREMENTS The position is located indoors under normal working conditions. Should be able to push/pull 25 lb., lift/move 15 lb. from floor to table, be able to perform moderately difficult manual manipulations such as using a keyboard, writing and filing for extended periods of time, must be able to perform tasks which require hand-eye coordination such as data entry, typing and using photo copiers. Mobility requirements may include the ability to sit at a computer terminal or workstation for a prolonged period of time in addition to being able to squat, stand and walk for a reasonable length of time and distance. RESPONSIBILITIES OF THE POSITION Provides first-tier technical support and resolution to internal and external customers/users via telephone and Service Desk tool (or email) on basic hardware, network, software, and application problems. Ensures that Service Desk calls are answered promptly and functions as the Incident "owner" for the majority of day-to-day service