Job Description :
Essential Duties
1. Creates, monitors, and tracks IT service requests and projects in the Help Desk Database.
2. Maintain individual marketability by staying informed on technological advances, expanding knowledge base, and pursuing educational opportunities.
3. Provides oversight and administration of assigned applications, systems and functions with IT scope of responsibility, including preventative maintenance, crisis management, monitoring, documentation, and daily support. Ensures availability of assigned applications, systems and functions meets established SLA''s.
4. Project manages upgrades, enhancements, and required updates for assigned systems. Ensures project resources are held accountable and deliverables are met according to timelines.
5. Develop and/or participate in cross training on all primary or secondary POC systems/functions. Develop and deliver client training on supported areas of expertise.
6. Maintain standard images for supported hardware configurations.
7. Provide initial single Point of Contact issue resolution. Engage Tier 2 support as required according to documented procedures.
8. Serves as internal escalation point for junior technicians and secondary POC, for assigned systems.
9. Maintains 90% favorability rating on customer survey feedback.
10. Maintain software and hardware inventory for assigned systems.
11. Develop, document, publish and enforce IT policies for supported applications/functions.
12. Add, remove and maintain user ID''s in AD, Windows OS, Web DB, ROE, etc. Complete all requests within established SLA window.
13. Participate in rotating After Hours Support capacity.

The User Support Technician is responsible for monitoring, administering, tracking and verifying completion of Help Desk tickets. Responsibilities also include installation, maintenance and troubleshooting/repair on IT equipment, including PC/MAC workstations, printers and related peripherals.
Physical Demands:
While performing the duties of this job, the employee is regularly required to sit and talk or hear; to use hands to finger, handle, or feel objects, tools or controls; and to use hands and arms to reach, handle and operate objects, tools, controls and equipment. The employee is occasionally required to stand, walk, stoop, crouch and handle equipment up to 50 pounds or more.

Work Environment:
Works in well lighted, air conditioned/heated office environment.

Minimum Qualifications
Bachelor’s degree in Business or Technology related field or 2 years work experience with PC and Macintosh computers
One year experience in user support / customer service