Summary: Under direct supervision and following standard procedures, investigate and resolve routine software and hardware problems of computer users by performing the following duties.

Essential Duties and Responsibilities:

1. Investigate and resolve software and hardware problems of computer, networking and other computer related technologies users by:
   1. Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users.
   2. Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error.
   3. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to second Level Help Desk Support.

2. Maintain documentation of activities, including:
   1. Log and track calls using problem management database, and maintain history records and related problem documentation.
   2. Prepare standard statistical reports, such as Help Desk incident reports.

3. Maintain computer equipment, including:
   1. Configure and deploy computers, software, telephones and peripheral equipment.
   2. Maintain and document company technical inventory.

4. Research, test, evaluate, and recommend software and hardware to evaluate ease of use and whether product will aid user in performing work.

5. Perform other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Level 3: One year certificate from college or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.