Essential Job Functions:
Provide initial support for incoming requests to the Service Desk via e-mail, telephone, and service portal to ensure courteous, timely, and effective resolution of end user issues. Gather information about the end-user and the problem by asking clarifying questions, presenting options and/or solutions, and determining the level of complexity/severity. Monitor and respond quickly and effectively to requests received through the Service Desk portal and email.
Troubleshoot, answer questions, and resolve basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status, mobile devices, and applications.
Develop help sheets and FAQ lists for end users.
Troubleshoot and configure Windows 10 environments.
Create and update documentation for troubleshooting problems.
Assist in setup and troubleshooting of a variety of licensing methods and software to include – Autocad, Solid works and Adobe.
Report system outages to the appropriate escalation level.
Work closely with service desk technicians for problem resolution for onsite needs.
Other duties as assigned
Position Requirements
Qualifications:
Major in Information Technology, MIS, or a related field
Entering Junior or Senior year
Self-motivated
Strong organizational skills
Excellent communication (verbal and written)
Proficient with Microsoft Office applications
Able to analyze and evaluate data
Respectful of employees, vendors and customers
All team members are expected to follow the Code of Conduct to the highest standards as well as to adhere to the Attendance Policy of VT Industries.
Physical Requirements
Tolerance for sitting long periods of time.
Possess finger dexterity to write, type, and use a calculator.
Maintain adequate vision to view small print and computer terminal.
Ability to speak and hear, walk throughout facilities with occasional moderate lifting (50 pounds), stooping, kneeling, crouching, and reaching with hands and arms required.
Ability to travel between multiple facilities as required to perform core job duties. Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Ability to climb up or down ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery or erratically moving surfaces. Ability to bend body downward and forward by bending spine at the waist.
The physical demands described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
