Key Functions
• Monitor ticket queue and phone calls.
• Gather and research information.
• Take ownership of seeing the issue to closure.
• Produce and maintain client documentation, organize customer information.
• Remote assistance and visits with customers as required.
• Assist with monthly patching and maintenance as well as documentation standardizing.
• Being able to maintain systems is assumed, being able to troubleshoot software and hardware issues will put you in the front of the line.
• Provide technical assistance with computer hardware and software
• Recommend and or advise hardware and software improvements
• Resolve high-level help desk support requests as needed
• Maintain safe and clean working environment by enforcing procedures, rules, and regulations

IT Skills
• Customer-focused - Seeks to understand customers and businesses. Focused on getting client productive again
• IT minded not necessarily IT knowledgeable - Detail-oriented, logical thinker, good problem solver
• Works well with people - Basic customer service and communication etiquette - in person, phone, email, text.
• Persistent - Stays until the job is done, doesn't give up on an issue, thinks of creative solutions
• Communicates - Quickly responds to tickets, texts, and emails with clear information
• Trainable - Loves to learn. Doesn’t stop learning when off the clock
• Team player - It's a requirement that you be able to teach and learn from other staff
• Must have three years of direct user support