IT Co-op

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

- Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

- Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

- Record, track, and document help desk requests.

- Build rapport and elicit problem details from help desk customers.

- Manage print center functions such as printing training manuals.

- Prioritize and schedule problems. Escalate problems (when required) to the appropriate resource / supervisor.

- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

- Identify and learn appropriate software and hardware used and supported by the organization.

- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

- Install anti-virus software.

- Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.

- Test fixes to ensure problem has been adequately resolved.

- Perform post-resolution follow-ups to help requests.

- Evaluate documented resolutions and analyze trends for ways to prevent future problems.

- Develop help sheets and frequently asked questions lists for end users.

- Manage warranty fixes, including scheduling service, ordering parts and returning failed components.

- Perform end user training in areas such as Operating System functionality, application specific products such as Office suite, e-mail, voice-mail, network access, etc.

- Occasionally assist with mail runs.