Key job responsibilities

• Preparation, allocation, and maintenance of IT equipment throughout the Warehouse for both internal use and shipment to internal customers. This includes imaging and setup of devices, troubleshooting of all IT related equipment such as PCs, mobile devices, thin clients, printers and other end user devices
• Effectively communicate with customers regarding status of repairs. Ensures that customer’s questions are answered and they are satisfied with work completed
• Diagnose and troubleshoot hardware, imaging system, and network problems. Identify the appropriate escalation resources, test proposed fixes and follow up to ensure the problem has been resolved
• Follow all standard operating procedures (SOP) and policies through the effective use of knowledge management
• Responsible for small projects within the Warehouse. Work within a small team, coordinating activities and supporting multiple concurrent goals

BASIC QUALIFICATIONS

• One or more years’ experience supporting operating systems (Windows, Macintosh or Linux)
• Proficiency supporting office productivity applications ( Outlook, Word, and Excel)
• Experience with PC imaging
• Experience with hardware troubleshooting
• Experience with IT Asset management and inventory management
• English language skills

PREFERRED QUALIFICATIONS

• Ability to identify and proactively resolve or escalate issues
• Experience using a trouble ticket management system
• Experience with basic scripting and process automation.
• Ability to manage multiple customer requests simultaneously
• One or more years’ experience in Service Desk environment
• Ability to work both independently and within a team environment
• Diploma or certification in Computer Science or related field