BASIC FUNCTION:
Resolves entry-level end-user calls and installs, modifies, and repairs desktop and laptop computer hardware and software systems under close supervision.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES: (functions considered essential as defined by ADA)
• Provides Tier 1 support primarily, and as needed and assigned Tier 2 support
• Receives and responds to user requests, providing users with technical support and resolving routine problems concerning information and voice systems related issues and other information
• Receives and coordinates, as needed, all levels of technical questions from users
• Documents all user requests and enters status data from user calls into the Help Desk application; writes regular reports
• Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
• Installs software, hardware, and peripheral components
• Maintains desktop hardware and peripherals inventory within the asset management system
• Installs, maintains, coordinates telecommunications and server hardware installation and configuration under close supervision
• Maintains physical security and logical security accounts for assigned systems
• Monitors and resolves entry-level issues relating to systems, network, and security
• Performs entry-level remedial actions to correct problems
Writes clear, concise, and accurate procedural documentation, provides basic training to users on new company-provided product releases and new products
Relocates technical equipment to and from an assigned location
Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.
EXPERIENCE:
A minimum of two years of related work experience is required.
EDUCATIONAL LEVEL:
A minimum of a High School Diploma or equivalent is required.
REQUIRED SKILLS:
Basic computer skills, decision-making, analytical, problem solving and interpersonal skills. Intermediate reading and writing skills, basic reading skills, the ability to perform basic mathematical calculations, and excellent interpersonal skills with the ability to effectively communicate with others, both written and verbal communication.
PREFERRED SKILLS:
Special training in A+ and Network + or MCDST, MCP, and HDI are preferred.
SUPERVISORY/MANAGERIAL RESPONSIBILITIES:
None.
WORK CONDITIONS:
Office based with up to 30% travel by land or air is required. Petroleum refinery and driver based environment, including but not limited to chemicals, pressure vessels, tanks, rotating equipment, exposure to risk of electrical shock, and working in confined spaces. From time to time, required to work long hours which may include nights, weekends, holidays for regularly scheduled maintenance and emergency work and support as well as on-call availability. Subject to all weather and varying road conditions.