| Reports to: IT Services Manager Department: Information Technology Business Unit: Operations Level: Associate Location: Conshohocken, PA JOB SUMMARY: The Service Desk Associate will be responsible for providing timely and accurate operational and technical support to employees throughout the organization. The Associate will serve as a single point of contact for service requests within the company. They will also maintain, troubleshoot, and support the Conshohocken office including software, hardware, and end-user training with strong customer service mentality. ESSENTIAL FUNCTIONS: Provides prompt Level 1 technical support to end users on a variety of issues by responding to telephone calls, emails, and “in-office” requests. Logs all requests and escalates to 2nd line of support as necessary. Participates in “on-call” after hours support activities. Provides remote support services to user base located in remote offices. Performs routine maintenance on workstations including service packs, security patches, hot fixes, and software updates. Manages user and computer accounts in Active Directory for employee new hires\setups, changes, and terminations. Builds and configures desktops using a standard company build for new deployments in Installs and maintains standard and industry-specific application software and provides application training. Oversees the maintenance and repairs of all printers, copiers, scanners, and faxes for the Conshohocken Office. Implements all aspects of employee moves including phones, PCs, monitors, and printers. Maintains up-to-date documentation of applications, systems and networking equipment. Participates in various migrations and upgrade projects Keen customer service mentality. KNOWLEDGE, SKILLS AND ABILITIES: Proficient in Windows XP Professional, Windows 7 desktop operating systems. Basic knowledge of Microsoft Active Directory Environment. Basic knowledge of network infrastructure and devices. Proficient in most off the shelf applications including Microsoft Office Suite. Possesses strong interpersonal skills and effectively communicates with colleagues and employees Excellent problem-solving/troubleshooting abilities; includes the appropriate people in the decision-making process. Demonstrates the ability to adapt to rapidly evolving user requirements and advancement in new software, administrative tools and technology. Ability to prioritize multiple requests while maintaining a high level of customer service. Supports Firm values and treats others with respect and consideration. Works productively in a team environment. Excels in a fast-paced environment while meeting deadlines and executing responsibilities with minimal errors. Excellent time management skills. EDUCATION AND EXPERIENCE: Minimum two years of experience in an IT help or support desk Microsoft Windows environment. Associate or Bachelors degree, Technical Certificate or equivalent. INDEPENDENT ACTION:Duties are performed independently. Consults with Manager for direction or when questions arise. |
