Duties and Accountabilities
Support Level 1
Configures, installs and troubleshoots PC systems
Provides helpdesk and technical support for
customers online, via email and over the phone.
Provides training, repairs and preventative
Maintains a high degree of end user support ensuring
equipment, software, communications and training is sufficient for all end
Configures and tests customer purchased equipment
Creates and manages tickets on the helpdesk
Assists the Systems and Network Manager with
network and communication projects.
Develops strong understanding of company products
sold, equipment, requirements and objectives to ensure customers are provided
with high quality support and satisfaction.
Adheres to internal procedures and suggests improvements
weekend/afterhours emergency coverage when needed and scheduled.
11. Maintains and
projects professionalism when speaking/interacting with customers.
for working according to the company’s safety and quality standards.
13. Maintains a
safe and clean work area.
14. Performs other
related duties as required and assigned.
hardware and software inventory.
16. Maintains help
desk application to develop support activity database.
strong understanding of company operations, requirements and objectives to
ensure all IT operations support the corporate objectives.
18. Trains and
assist IT support specialists.
19. Receives and
resolves help desk tickets that Technical Support Level 1 employees cannot
20. Adheres to
internal IT Procedures and suggests improvements if needed.