• Manage issues through a  helpdesk ticketing system


• Troubleshoot hardware and software issues, inclusive of network problems, including connectivity, wireless LAN access, VPN/broadband and non-reporting issues.


• Call escalation Management staff for critical issues.


• Remote installation for software and upgrades, database repair and removal of software viruses.


• Research technical and software issues to identify trends for early detection and repair.


• Repair/rebuild employee computers and provide data transfer services.


• Shipping equipment and repaired computers to employees

Competencies:

Technical skills required are Windows 98/NT/2000/XP and hands on knowledge of Microsoft Office, e-mail applications such as Outlook and Outlook Express, and Internet Explorer. Basic networking knowledge is required.  The qualified candidate should also have excellent problem solving, telephone and communication skills. PC hardware and configuration skills are essential.   Knowledge of IT operations, responsibilities, workflow processes and procedures in order to resolve inquiries independently.  Willingness to learn new technologies is required.