Description
Performs entry-level technical work related to the troubleshooting of end-user hardware and software. Work is performed under the general supervision of the IT Operations Manager and requires independent judgment and discretion in the performance of duties.
Examples of Duties
Provides Tier 1 support of daily helpdesk tickets by providing effective technical assistance using remote support tools, resolving issues as they arise within SLAs set by management;
Provides Tier 2 support in the field as needed to assist IT Support Analyst;
Prioritizes and appropriately escalates issues to ensure timely problem resolution;
Provides support for audio visual equipment such as cameras, microphones, switchers, projectors, etc;
Understands cabling and wiring to integrate technologies into AV systems;
Maintains accurate records of support requests, solutions, and hardware/software inventory;
Performs related tasks as required.
Typical Qualifications
General knowledge of end-user systems and how to effectively troubleshoot. Ability to learn new or unfamiliar software and technologies. Ability to clearly understand and respond to needs as communicated by other members of the team. Understanding AV technologies and IT systems on a technical level.
Supplemental Information
Any combination of education and experience equivalent to graduation from a two-year college or university with a degree in computer science or related field with some experience working in the IT field in help desk related activities.