IT Support Agent (4305-contactus)
Information Technology | Athens, OH | Full Time, Contract, and Temporary
IT Support Agent
Work Location:Athens OH
The IT Support Agent is responsible for tier 1 support and basic customer issues. While providing the highest level of customer service, the IT Support Agent gathers as much information about the problem, collects and records information in a ticket tracking system, and uses established procedures and documentation to resolve the most common issues in a timely fashion. Performs basic troubleshooting for IT services and escalates complex issues to the appropriate specialist team. The Field Support Manger will closely monitor and supervise all work.
Job Duties/Responsibilities/Functions(including but not limited to)
May supervise or oversee the work of student employees.
Provides customer service to internal and external customers. Responds to routine inquiries, directing more complex inquiries to appropriate individuals.
Provides first contact for technical computing support and related services to customers. Includes computer software, hardware, and operating systems.
Basic understanding of Windows OS’s and Mac OS’s
Runs diagnostics, installs operating systems and generic device drivers.
Basic understanding of multimedia equipment
Troubleshoots and resolves operational and technical issues utilizing standard procedures.
Sets up, maintains, upgrades, and repairs multimedia equipment or systems.
Maintains computer systems and labs.
Assembles and tests computers and peripheral equipment, including options such as interface cards and disk drivers.
Drafts documentation for desktop/helpdesk end user.
Install peripheral support devices like printers and phones
Check network connective with Ohio University’s network
Trains faculty and staff on multimedia equipment.
Solve modern classroom problems
Image and set-up new and repurposed computers
Performs memory upgrades and hard drive replacements.
Performs other duties as assigned.
Knowledge of basic or commonly used procedures and/or equipment typically obtained by a high school degree or GED or equivalent and no minimum general work experience. An equivalent combination of education, training, and experience is acceptable. Specific knowledge, certifications, and licensure will apply at the position level.
Working knowledge of current Microsoft Windows and Apple operating systems
Familiarity with computer network configuration and troubleshooting
Working knowledge of multimedia and streaming video technology equipment, including setup, maintenance, and troubleshooting
Ability to prioritize work based on pre-defined criteria and independent professional judgement
Ability to follow established practices and procedures during the course of carrying out assigned job duties
Ability to understand customer needs, effectively communicate with a variety of technical and non-technical audiences and provide appropriate solutions.
Ability to work in a demanding environment and diffuse high stress situations.
Willing and able to lift objects up to 40lbs and work from a ladder at heights above 20’
Strongly prefer someone with the following qualifications:
Strong written & verbal communication skills
Attention to detail
Working knowledge of Microsoft SCCM
Prefers working in a high energy, fast paced, team focused work environment