ECLARO
Responsibilities • Receive, prioritize and respond to user calls identifying and requiring major software or hardware problems and issues • Receives calls from users to resolve simple and complex computer software and hardware problems • Provides services including inquiries of how to set up and use specific software, technical printer, word processing, electronic mail, and operating system issues • Contacts software and hardware product support vendors to correct, replace or provide technical support and information. • Initiates, escalates, or resolves problem tickets and/ or service requests. • Troubleshoots and resolves technical problems, escalates to support resources. • Other duties as assigned. Qualifications Educational Attainment: • Associate's degree in MIS/IT, computer science or a related field; or equivalent combination of education, experience and training that provides the required knowledge and skill Work Experience: • Minimum 2 - 5 years or experience in IT Helpdesk Support Competencies and Skills: • Networking and hardware knowledge • Thorough understanding of Microsoft products - NOS, OS and other applications • Excellent customer service skills • Excellent troubleshooting skills • Ability to express complex technical concepts effectively, both verbally and in writing • Remote support experience, a plus
ECLARO
