Position Responsibilities
•Provide Level I/II service desk support for local and remote customers.
•Respond to trouble tickets/support requests via telephone, email, or web.
•Report and update trouble tickets in a timely, clear and concise manner.
•Troubleshoot and isolate problems between desktop and networks.
•Collect and report desktop configurations and inventory information.
•Configure and support various types of hardware including desktops, laptops, monitors, peripherals and printers.
•Prepare and maintain installation instructions for all applications.
•Cross-train within department for improved coverage and customer service.
•Perform moves of employee computer and phone hardware as requested by business.
•Respond to internal customer request for assistance.
•Must have high attention to detail and strong customer service skills.
•Some travel is required to remote locations.
•Must be able to manage multiple work items at one time with a high sense of urgency.
•Must be physically able to pack, move and ship hardware as well as participate in moves of employee hardware.

Qualifications
•Experience in customer service-oriented environments with strong verbal, written, and telephone.
•At least 2-4 years of experience in customer support, providing support to customers over all mediums, i.e., email, web and telephone.
•Must have strong problem solving and organization skills. 
•In depth understanding of desktops, laptops, printers and other peripherals.
•Familiarity with incident management software.
•Ability to adapt to a changing and evolving dynamic information systems arena.
•Ability to work in a team environment.

Desired Qualifications
•A+ or MCP/MCSE certifications
•Working towards a four-year college degree in computer science, information systems or a related field, or equivalent work experience required

Physical Demands
•Operate standard office equipment including (but not limited to): 
    -Personal Computer
    -Telephone
    -Printer / Copy Machine
•Ability to lift a minimum of 30 pounds
•Flexible work schedules requiring some after-hours on call support