If you’re a highly motivated individual with experience in the use of personal computer systems, combine your talents with our resources for an excellent opportunity in our IS department. We are currently searching for a flexible individual with strong customer service skills to serve as the central users' contact for all first-level support related to computer and telecommunication systems. This includes answering and logging incoming phone calls, providing immediate solutions to the user when possible, filtering problems to the proper areas, placing service calls, and providing status updates back to the user.

The main responsibilities of this position include:

• Receive and log support calls from users.
• Provide first-level problem determination and solutions using prior experience and various resources for reference.
• Escalate calls to the next level by routing problem to internal IS team or placing service calls to outside support vendors when neccessary.
• Keep users informed of the status of such calls.
• Follow-up on escalated calls to ensure timely response and logging of resolution.
• Prepare regular reporting to include Help Desk utilization statistics, operation status and the efficacy of the problem resolution process.
• Analyze reports to determine new trends and problems, and develop methods and procedures to resolve them.
• Develop and maintain a manual.
• Assist in planning and implementing Help Desk enhancements.
  

The ideal candidate will have experience in the use of personal computer (PC) systems. Strong knowledge of Windows Desktop OS, Microsoft Office products (Word, Excel, PowerPoint, Access), E-mail (GroupWise 6.5, a plus) and Internet/WWW. User based familiarity with Novell NetWare and Microsoft networks, AS/400, communications programs (e.g. Cisco VPN client, Windows Remote Desktop, Windows Dial-up networking) a plus. Good verbal communication skills and attention to detail is required for this position.