The position is responsible for first level problem determination, ticket recording, problem resolution, documenting & updating standard processes and problem escalation from Information Technology end-users.
The scope of the jobs products and services include Windows, MacOS, and iOS devices. End-user software Office365, Adobe, Active Directory, Ticketing System, printers, network connections, and related peripheral devices.
Location: West Chester, OH
Responsibilities include:
Resolve computer support problems reported.Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.Courteously obtain and convey concise problem information for additional support from external and internal service personnel.Provide accurate and timely logging of problems and resolution for problems in the IT ticketing system.Solve problems on Windows, Mac and iOS platforms with equal proficiency.

Training and Quality ImprovementMaintain in-depth knowledge of supported products and services. Identify Help Desk training that will enhance and improve computing support delivered to customer. Perform coaching and mentoring on use of technology products

Help Desk documentation, records and procedures
Review and update Help Desk documentation as assigned. Review and recommend modifications to procedures Gather and input data for regular reports distributed by Help Desk.

Required Experience:
Demonstrated ability to effectively communicate by phone or in person.Shows initiative and acts independently to resolve problems.Demonstrated ability to manage multiple priorities and follow through on projects to completion. A+ or Net+ Certification preferred or demonstrated progress toward the certification.