Help Desk Technician

Primary Purpose

Operates the Information Systems help desk to provide first-level technical support for Society Insurance employees relating to various hardware, software, and operational issues. Essential Functions and Responsibilities

(Other duties may be assigned)

·  Completes help desk operations by providing hardware and software problem identification through the use of telephone and e-mail to Society Insurance employees.

·  Maintains customer service by providing first-level hardware and software support as instructed by higher level support technicians.

·  Ensures efficient handling of calls in the Information Systems unit by utilizing problem tracking software to specify the nature of each caller’s problem and passing them on to second or third-level support technicians for resolution as needed.

·  Provides quality service by setting up, installing and/or configuring software and hardware as instructed by higher level support technicians.

·  Maintains and reports on inventory of computer systems and related items as requested.

·  Provides employee training when required

·  Runs ad hoc computer operation jobs or the printing and distributing of reports to fulfill user requests.

·  Executes and monitors scheduled tasks as outlined in Daily/Weekly/Monthly/Yearly operations manual.

·  Performs Unit Stat/ISO reporting computer operations and data update/correction.

·  Manages, orders, and stocks paper form inventory for Information Systems Department.

·  Manages the daily rotation of system backups assuring proper tapes are loaded, unloaded, delivered, picked up, and ordered when required.



Required:

·  Associates degree in computer science and/or equivalent work experience in computer science.

·  Basic understanding of personal computer hardware and software.

Preferred:

·  Proficient knowledge of current Windows environment and Microsoft Office Suite.   See Job Description