Essential Duties and Responsibilities (include but not limited to)
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily:
- Maintain a high degree of customer service for all support queries and follow to service management principles
- Respond to and resolve customer calls in a professional and timely manner
- Take ownership of customer problems and be proactive when dealing with their issues
- Fully document all cases in a call tracking system
- Troubleshoot workstation operating systems, applications, peripherals, network and hardware issues
- Support customers in the use of computer equipment by providing necessary training and advice
- Assist with the installation, maintenance and support of IT and telecommunications equipment
- Facilitate the repair or replacement of any non-functioning IT or telecommunications equipment
- Maintain IS Department equipment inventory
- Research and recommend equipment and hardware solution
- Create FAQ articles to facilitate customer self-help
- Create problem resolution documentation in the knowledge base articles
- Escalate more complex calls to the relevant IS team/staff and follow up on the resolution of each
- Other duties as assigned
Qualifications (Knowledge, Skills, Abilities, and Requirements)
The requirements listed below are representative of the knowledge, skill, and/or ability required:
- Able to live in and contribute to community life, requiring stable and healthy interpersonal skills
- Strong working knowledge of the latest Microsoft desktop operating systems
- Experience in using and troubleshooting Microsoft Office applications within a network environment
- Demonstrable knowledge of IT and telecommunications troubleshooting techniques
- Understanding of PC hardware setup and configuration
- Ability to work independently and prioritize tasks accordingly with direction from the supervisor
- Excellent telephone manner
- Occasional travel may be required. Travel may be to foreign countries and may require consecutive weeks (3-4) out of the country
- Supportive of Mercy Ships mission and vis