PRIMARY FUNCTION: The First Level Support Technician is a staff position which focuses on ensuring requests for IT technical assistance are addressed in a timely and professional manner. Provides technical support to users by researching and answering questions; troubleshooting problems; maintaining workstation and LAN performance. This individual is expected to possess the job skills necessary to perform first level support on all hardware and software used by United States Cold Storage.
This position reports directly to the Service Desk Lead Technician. The First Level Support Technician will ensure that all requests for assistance they cannot resolve are escalated in a timely and professional manner to other IT team members.
This individual is also expected to maintain a high level of professionalism and a cooperative demeanor towards all individuals in accordance with the USCS Code of Conduct.
WORKING ENVIRONMENT: The characteristics described here are representative of those an employee encounters while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: Associates Degree, A+ Certification
Experience: Customer service
Minimum 2 years’ experience with Service Desk functions & PC Maintenance
Smart/Mobile device configuration
Windows server software
Special Skills: Microsoft technical certification or equivalent work experience
Configuring and troubleshooting PC hardware and software
Service Desk software and problem escalation
Configuring and troubleshooting network printers and copiers
Business and project management skills
An ability to assess each customer/employee's IT knowledge levels
Ability to deal with difficult callers
Good analytical and problem-solving skills
Up-to-date technical knowledge
In depth understanding of the software equipment your customers/employees are using
Good interpersonal and customer care skills
Accurate record keeping
PHYSICAL DEMANDS: The physical demands described below are representative of those required of an individual performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.