Address Service Desk phone and email requests, generating, resolving, and routing service requests accordingly.

Perform PC and printer troubleshooting to determine true nature of problem.

Successfully interpret and capture information for classifying requests.

Properly route requests requiring additional approval.

Configure, rollout and ongoing usability of computers, peripheral equipment and software within established standards and guidelines.

Troubleshoot hardware and software problems utilizing documentation, online assistance, and other staff members when necessary.

Works with Network Infrastructure and Server Support staff as appropriate to determine and resolve problems received from clients.

Works with external vendor support services and systems to resolve technical problems with desktop and laptop equipment and software.

Escalate complex or troublesome issues to Level III technical support or to management for guidance when all Desktop Support resources have been exhausted.

Take ownership of tickets assigned to ensure proper follow-up and follow through on issues.

Trains and orients staff on best practice use of hardware and software.

Recommends and/or performs upgrades and maintenance on systems to ensure longevity.

Follow and enforce SCA/IT policies and procedures.

Efficiently manage daily work queue.

Lifting and transporting computer equipment (i.e., desktop, laptops, and printers).

Assist on special projects.

Skills:

Experience with Service Desk ticketing software

Excellent verbal communication skills

Ability to give extensive phone and able to handle high volume of calls

Excellent written skills to handle email correspondence

Well-organized and detail-oriented to handle complex tasks and assignments

Excellent MS Office skills Outlook, Word, Excel, and PowerPoint

Excellent Windows Operating System skills

Good basic printer management / trouble-shooting skills

Strong Windows Operating System troubleshooting knowledge (Windows 7)

Knowledge of Microsoft Office Suite

Good team player

Education or Certification:

Bachelor's degree in computer science or equivalent work experience