IT Service Desk Agent

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Summary

Provides day-to-day technical support to employees for network infrastructure and internal desktop systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment. Maintains passwords, data integrity and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in development of information technology and infrastructure projects. May conduct training programs designed to educate an organization's computer users about basic and specialized applications.

Job Description

OTHER SPECIFIC FUNCTIONS OR DUTIES

• May be internal or external, client-focused, working in conjunction with Professional Services and outsourcing functions.
• May include company-wide Web-enabled solutions.

SKILLS, KNOWLEDGE, TRAINING AND CERTIFICATIONS

Minimum Required Skills and Knowledge

• Ability to communicate effectively with various levels of users in the organization.
• Must have strong troubleshooting, analytic, and problem solving skills.
• Works effectively in teams.

Required Certifications and Training

• Obtains and completes LMS training plan specific to assigned responsibility.

Experience Level with Business Tools

• Proficient in utilizing business tools such as: E-mail, Microsoft Word, Excel, and PowerPoint.
• Experience with SAP or equivalent ERP product and productivity software desired.

LEVEL DESCRIPTION

Skill

• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.

Job Complexity

• Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Supervision

• Normally receives little instruction on day to- day work, general instructions on newly introduced assignments

Typical Education and Experience

• Associates Degree or equivalent
• 3 - 5 years of related experience

ENVIRONMENT AND PHYSICAL REQUIREMENTS

Environment and Physical Demands

• As described in the job posting

Ability to Travel

• Travel usually required. See the job posting for more information.

Directions (HR Manager- review job requirements and edit as necessary)- delete italics words as to be used only as a guide.

Employee must be able to meet the following requirements with or without an accommodation.

• ______ (very heavy, heavy, medium, light or sedentary) work that will ______ (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%) require employee to lift/move up to ______ lbs. and _____ (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%) lift more than ____ lbs. to greater than _____ lbs.
• Lifting, carrying, pushing, pulling, or moving heavy equipment and/or supplies ________. (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%)
• Reaching _____ (above, below, or above and below) the shoulder _______ (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%).
• Above-average agility and dexterity with the ability to hold, grasp and manipulate small parts and use hand and power tools _______. (frequency: occasionally 1-33%, Frequently 34-66%, Constantly 67-100%).
• Wear personal protective equipment (PPE) and handle physical exertion, such as long periods of standing, walking, bending, crouching, stretching, reaching, repetitive motion, or similar activities.
• Work environments includes: __________ (exposure to chemicals, electrical current, proximity to moving mechanical parts, repetitive hand motion, open flame, working from heights, cold environment, hot environment, uneven surface, fumes).
• Travel to ___ sites. Valid driver's license. (if need on job profile)

Time Type:

Full time

Job Type:

Regular

Work Shift:

N/A

Pay Rate Type:

Salary

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.