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Tier 1 Help Desk Support

Bath Fitter is??expanding its Technical Help Desk Support at our corporate office in Lewisberry, PA. We are looking for motivated, customer focused candidates that enjoy working within a team environment to guarantee customer satisfaction in resolving customer technical application support issues.
POSITION SUMMARY:?
The primary purpose of this position is the technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solutions all under the direction of the Director of IT.
ESSENTIAL FUNCTIONS:
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware and mobile devices.
  • Respond to queries either in person, over the phone or via remote control session.
  • Write training manuals.
  • Maintain daily performance of computer systems.
  • Respond to help desk tickets for users seeking help.
  • Ask questions to determine the nature of a problem.
  • Walk user through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Clean up computers, virus and malware scans and removal.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), WiFi and other systems.
  • Install computer peripherals for users.
  • Follow up with customers to ensure issue has been resolved.
  • Gain feedback from users about computer usage.
  • Run reports to determine malfunctions that continue to occur.
  • Configure and deploy Voice over IP telephony equipment.
  • Configure and deploy Mobile devices through MDM.

SECONDARY FUNCTIONS:
  • Assists and provides support to other technology staff as requested including performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support and specialized training.
  • Assists in planning, coordinating and consulting with vendors and clients for hardware/software purchases, product services and support.
  • Provides e-mail documentation and updates user manual as needed.
  • Recommends and specifies the purchase of related products and services.
  • Complies with all company safety policies and procedures.
  • Performs other duties as assigned to meet business needs.

ABILITIES AND PHYSICAL DEMANDS:
  • Must be able to lift at least 25 lbs.
  • Must have knowledge of LAN/WAN, Internet, e-mail systems, telecommunications and data communications, standard operating systems, software packages, software utilities, proper records maintenance and storage for local and distributed environments.
  • Must have experience with LAN and WAN management and administration, including system configuration, setup, troubleshooting and user support.
  • Must be able to install and support Microsoft desktop technologies and telecommunications equipment.
  • Must be able to travel for work assignments and work additional hours as required including weekends.

EDUCATION AND OTHER REQUIREMENTS:
Associates degree or related experience and/or training: or equivalent combination of education and experience which demonstrates the ability to perform duties comparable to those herein.?
CERTIFICATIONS, LICENSES, AND REGISTRATIONS:
Must have valid state driver?s license.
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