IT Technical Support Representative

Description

Job Summary: The IT TECHNICAL SUPPORT REPRESENTATIVE I reports directly to the IT Help Desk Manager. Responsibilities include but not limited to, setup and maintenance of computers, network wiring and front-line support for all customers and any employee computer peripheral problems at all locations.  

Job Duties & Responsibilities for All Levels:

1. Responsible for reporting reoccurring issues to IT Help Desk Manager so necessary infrastructure changes can be made. 
2. Maintain and support desktop and cell phones, workstations, laptops, routers, printers, and applications for the entire company based on department Standard Operating Procedures (SOP’s). 
3. Creates new employees and removes termed employees from all systems based on department SOP’s. 
4. Provides technical assistance and education to customers via telephone, remote access applications and live chat on computer and peripheral related issues.
5. Troubleshoot via phone or live chat hardware, software and operating system problems/failures to identify hardware/software related failures. 
6. Report discrepancies and gaps in Help Desk related documentation (AD, SOP, etc.) to the IT Help Desk Manager to maintain document accuracy.
7. Responsible for documenting and closing Support Tickets and Projects in a timely manner. 
8. Communicate resolutions for computer issues. This includes peripheral equipment such as, but not limited to monitors, keyboards and printers/all in-one multifunction. 
9. Make recommendation on computer enhancements to system based on capabilities and performance. 
10. Trains end-users on the operating systems and applications various platforms. 
11. Maintain consistency of devices and protocols for all systems. 
12. Responsible for giving the IT Help Desk Manager recommendations on desktops, laptops, mobile devices, print functions and any other desktop tools. 
13. Responsible for working very closely with the IT Help Desk Manager and providing direct input into situations that need to be taken care of or opportunities for the department to make the company more competitive. 
14. Perform other duties as appropriate and assigned. 
15. Support company goals and uphold K&M Values. 

Requirements

Job Requirements:

1. To possess and have the ability to relay a friendly, helpful and positive attitude. 
2. Maintain composure in a fast-paced team environment. 
3. The ability to have a high level of confidentiality with information and conversations. 
4. To have excellent organizational skills and to be able to prioritize tasks. 
5. To be able to work in a multi-tasking environment. 
6. Demonstrates strong communication and customer service skills 
7. To be service oriented with excellent communication skills. 
8. To work in a professional manner. 
9. Must have the ability to work independently. 
10. Must be willing to do occasional traveling to other locations within the company.
11. Must be willing and able to work after normal business hours or weekends as there is a rotation for after-hours calls that each Help Desk team member will be responsible.
12. Must be able to lift up to 50 pounds; 25 pounds on a continuous basis. 

IT Technical Support Representative I Minimum Qualifications

• High School Diploma and 6 months of IT experience or an Associate’s degree in a computer related field.
• Experience in Desktop Administration preferred.