ESSENTIAL DUTIES AND RESPONSIBILITIES:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without accommodation.  

• Answers, evaluates, and prioritizes incoming telephone and IT Helpdesk tickets from end users. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Level II technical staff.
• Logs and tracks all calls using ticket tracking system.
• Assists in software and hardware upgrades and new installations.
• Prepare computers and peripherals for delivery, perform installation of appropriate software and complete network configuration.
• Assists in spyware and virus removal.
• Enters pertinent resolution information and procedures into knowledge base.
• Trains users on software and hardware, as required.
• Assist with maintaining records and technical documentation, including licensing.
• Assist the Director of IT in developing short & long-range goals.
• Continue to learn, through job experience, training and study, to stay abreast of the continually changing field of IT.
• Perform and document any required audit activities.
• Scheduled after hours work may be necessary to do required maintenance during off peak times or for emergency repairs.
• Documents service and installation actions by completing forms, reports, logs, and records.
• Establish and maintain effective communications with other IT team members.
• Maintain the fixed asset database of equipment, software and warranty requirements. 
• Other duties may be assigned.