20160 - Service Desk Rep. II - bilingual:  Korean

West Point, GA

PURPOSE:

Primary duties are to ensure the availability and integrity of the computing equipment required to meet end user needs and expectations.  Analyzes, troubleshoots and repairs computer systems, hardware and computer peripherals to ensure equipment is properly maintained.

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ESSENTIAL FUNCTIONS:

• Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner

• Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals

• Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned

• Open/Close and update incident history via ITSM, or other Helpdesk applications, as assigned

• Backup/Restore user profiles and data, in compliance with assigned procedures                                                                                                                             

• Document, maintain, upgrade or replace hardware and software                                                                                                                                                             

• Adhere to naming standards and labeling of all assets                                                                                                                                                                                   

• Adhere to Customer Support standards and procedures to ensure priorities and goals are met                                                                                                                                                                                                                    

• Performs other duties as assigned 

OTHER DUTIES:

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY - None

DECISION MAKING/DISCRETION - Supervised by manager and receives operational direction via the Helpdesk Team Lead, but prioritizes some daily tasks independently.

RESULTS -  Supports a production environment.  Analyzes, resolves and reports/escalates helpdesk related issues to the Helpdesk Team Lead and then to the Manager, Customer Support, as appropriate.  Must be able to weigh business needs and prioritize workload and articulate issues to management.  Errors in judgment will result in very significant production issues and/or downtime. This position requires daily decision-making choices relating to task prioritization and utilization of equipment and tools.

STRATEGY DEVELOPMENT - Analyzes network and PC issues to determine courses of action for resolution. 

EDUCATION - •Associates Degree or equivalent work experience

WORK EXPERIENCE – 3 years experience in the IT field.

SKILLS/KNOWLEDGE:

• Basic understanding of networking.

• Troubleshooting skills.                     

• Microsoft office suite, Windows 7, 10 & 11.                

• Language skills in both English and Korean is highly preferred.

• Antivirus software.                                         

• Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.

• Ability to plan, organize, coordinate work assignments.

• Ability to complete projects on time.

• Ability to work well independently and in a team environment.                                          

• Ability to interact positively with internal and external customers.      

• Skill in the utilization of correct grammar, spelling, punctuation, and required formats.

• Ability to multi-task.

CERTIFICATIONS - Network+ or A+ certifications are preferred but are not a must have.

PHYSICAL REQUIREMENTS - Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read information.

TOOLS AND EQUIPMENT -Employee must be able to use a telephone, computer, keyboard, printer, copy machine, Microsoft Word, Excel

Salary Range -  $20.00 to 25.00+ per hour (D.O.E.)

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