IT Help Desk - Cross Technologies

Provide tier 1 support to fellow associates for computers, desk phones, smartphones, tablets, printers and

software applications. Take phone calls and respond to emails and voicemails and enter support tickets.

Receive computer hardware from shipping and keep track of it in inventory. Pull PCs from inventory, apply

current software image, update applications and turn the PC over to the warehouse for shipping. Follow up

with employees when they receive new systems and coordinate the machine transfer and return.

Continually monitor inventory and notify management when replacement items are needed. Organize and

maintain inventory. Prepare PCs for purchase and recycling. When the queue is clear of PC rollouts, the

associate will have the opportunity to work with higher tiers of support to be cross-trained in other skills &

applications.

ESSENTIAL FUNCTIONS

1. Follow documentation and checklist to perform tasks reliably and consistently.

2. Provide support for all hardware, software and telephone users.

3. Responsible for receiving inventory of hardware and tracking it in documentation

4. Responsible for deploying PCs and following build sheet checklists

5. Responsible for watching the helpdesk queue and email for new incidents and creating and closing

tickets when appropriate and escalating when necessary.

6. Effectively communicate technical information to non-technical audiences.

7. Take responsibility for your own workload and keep others informed, highlighting potential

problems and suggesting solutions to ensure continuity of service delivery.

8. Coordinate activities with other team members.

9. Manage mobile device setup and assignments.

10. Job requires being onsite for receiving, delivering and setting up hardware.

11. Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

Other duties as assigned.

EDUCATION & EXPERIENCE

1. 1-2 years of experience with installation, configuration and troubleshooting of personal computer

hardware, software and peripherals

2. Knowledge of Windows 11, Android and iOS operating systems

3. Exceptional customer service skills

4. Exceptional written and verbal communications skills

REQUIRED COMPETENCIES

1. Must have excellent reading comprehension

2. Must be able to determine priority of issues when there are several to work on at once

3. Must be able to follow existing documentation reliably and consistently

4. Must be able to create documentation for others to follow

5. Must be organized

6. Must be able to be interrupted by incoming calls without losing track of current tasks.

7. Ability to resolve many issues without escalation to other staff and can discern when to ask advice

and/or escalate.

PHYSICAL & MENTAL REQUIREMENTS

Physical

1. Most tasks are performed indoors. Temperature is moderate.

2. Must be able to lift and carry 50 lbs

3. Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally

required. Length of time of these tasks may vary from day-to-day and task-to-task.

4. Requires dexterity to use and operate all necessary equipment.

5. Position includes regular travel to and from locations and may include vehicle or air travel.

6. Ability to spend extended lengths of time viewing a computer screen.

7. Requires normal range of hearing and vision.

Mental

1. Ability to deal with a variety of emotions and frustration in making business decisions. Emotional

stability and personal maturity are important attributes in this position.

2. Ability to analyze complex information with many variables to choose the most effective course of

action for the organization at any given point.

3. Ability to resolve problems, handle conflict, and make effective decisions under pressure.

4. Must be able to communicate providing verbal feedback in a professional manner.

DISCLAIMER

The job description has been designed to indicate the general nature and level of work performed by

employees within this classification. It is not designed to contain or be interpreted as a comprehensive

inventory of all duties, responsibilities and qualifications required of employees assigned to this job. This

document does not create an employment contract, implied or otherwise; employment in this job is an "at

will" employment relationship.