Position exists to provide a centralized reporting and problem resolution facility to support users of Information Technology. User support will be given by researching, analyzing, and resolving Information Technology user problems. Individuals in this position record all calls received and initiate appropriate corrective action.
Provide a central telephone, communication, reporting, and problem resolution facility for all system users.
Log all problems reported to the Help Desk via the problem tracking system.
Provide technical support to resolve user problems through problem determination and analysis.
Refer user problems to the proper areas for further investigation or resolution as required.
Communicate with all KFB users, technical staff, and vendors to ensure successful operation and resolution of problems.
Resolve any hardware, communication, or application issues with the appropriate vendors.
Maintain current knowledge of KFB network, security, hardware, and software (operating system, web applications, vendor software, etc.).
Configure, install, and maintain computer operating systems and related software.
Provide computer hardware installation assistance.
Compose installation and procedural documentation for Client Technologies team to ensure appropriate support practices for new hardware and software
Provide Help Desk coverage other than normal company working hours as required.
Exceptional customer service to users of IT technologies by understanding and anticipating customer needs
Demonstrate a positive supportive attitude of company and departmental goals.
Exhibit high accountability for corporate guidelines regarding use of technology and security standards
Regular, predictable attendance as employee has to physically be in the office.
This list of Essential Functions is non-exhaustive and may be supplemented as necessary.
Fulfill administrative reporting requirements.
Maintain a current knowledge of technical computer subjects deemed necessary to fulfill the essential requirements of the job.
Assist with Model Office testing as needed.
Attend training seminars and classes.
Physical demands: Must be able to lift up to 50 pounds; Speaking; Sitting for long periods; Kneeling; Crawling; Normal vision/hearing with or without correction; Typing; Driving a vehicle.
Mental demands: Analytical reasoning; Ability to work under pressure and on own initiative; Prolonged concentration; Creative problem solving techniques.
Environmental factors: Standard office lighting, temperature, and noise; Some overnight travel required.
Equipment: Various computer equipment; Telephone; Auto/Truck/Van.
Minimum two years formal college education. Bachelor’s Degree preferred. Consideration may be given to those who possess formal education, training, and experience to acquire knowledge and skills generally equivalent to a two-year college student.
Two years’ full-time general business experience involving use of computer equipment and automated systems preferred.
General business skills and emphasis on attention to detail and problem resolution.
Exceptional customer service and communication skills.
Ability to maintain composure under adverse situations.
Ability to make timely and sound decisions under minimal supervision.
Excellent work attendance record.
Valid driver’s license and good driving record.