Job Description

Purpose:

Under general supervision, provides Level II (field) support to end-users for PCs, hardware, software and peripheral devices. Handles problems that the Level I (phone) support is unable to resolve. May interact with network services, desktop services and applications teams to correct problems and identify issues. Simulates or recreates user problems to resolve operating difficulties.

Recommends system modifications and process improvements to reduce user problems and increase user productivity.

Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Help Desk Support Service Specialist or Field Services Manager.

Essential Duties:

This job description is intended to cover the minimum essential duties assigned on a regular basis. Associates may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

• Answer all calls promptly and within a specific time line to ensure a high level of service availability to the customer.
• Provide Level I (phone) and Level II (field) support for problem tickets and logs, using current reporting system, include clear and concise problem descriptions and/or resolution comments when either closing the support ticket or referring to next level support.
• Provide Level I and Level II diagnoses and repair of PC hardware, software, and peripheral devices.
• Understand and maintain a working knowledge of Windows based software applications.
• Participate in 24 hour on call and Tech On-Call pager coverage. Respond to pages.
• Exhibit strong customer service.
• Document installation instructions and troubleshooting steps.
• Transporting equipment using Sparrow services and/or associate's own vehicle

Job Requirements