a) Answer all calls promptly and within a specific time line to ensure a high level of service availability to the customer.
b) Provide Level I and Level II support for problem tickets and logs, using current reporting system, include clear and concise problem descriptions and/or resolution comments when either closing the support ticket or referring to next level support.
c) Provide Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices.
d) Understand and maintain a working knowledge of Windows based software applications.
e) Participate in 24 hour on call and Tech On-Call pager coverage. Respond to pages.
f) Exhibit strong customer service.
g) Perform additional duties as required.
h) Document installation instructions and troubleshooting steps.
i) Transporting equipment using Sparrow services and/or associate's own vehicle.
a) Primary work environment is at the local site with required travel for client support, vendor meetings and system training. Local and long distance travel required.
b) Physical activity includes sitting for long periods of time while performing primary job functions. The lifting of boxes and/or computer equipment is required.
c) Mental activity consists of frequent detailed task performance, subjected to interruptions and changing work priorities
d) Visual activity requires ability to look at a computer screen for long periods of time. CRT/LCD exposure.
e) Office, computer room and healthcare environments.
f) Requires lifting up to 25 pounds.
g) Maintain confidential information.
h) On-call as needed.
i) Minimal exposure to latex environment
j) Well-kept, hygienic appearance at all times.
Knowledge, Skills, Experience Required:
a) High school education or equivalent. Associate Degree preferred.
b) At least one year experience in a Helpdesk Level II support role required.
c) A+ Certification and demonstrated skill set.
d) Knowledge of Operating Systems software required.
e) Demonstrated oral and written communication skills, problem-identification and problem-solving skills.
f) Strong customer service skills.
g) Positive, cooperative, motivated attitude.
h) Understanding of general networking and topology architectures.
Microsoft certifications: MCDST, MCP
Valid drivers license and working transportation.