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IT Service Desk Specialist

2 months ago

Westlake, United States WesternScott Fetzer Full time
Job DescriptionJob Description


Job Summary:

The IT Service Desk Specialist Associate is a position responsible for troubleshooting and resolving IT productivity issues. Interacts with internal employees to restore IT productivity. Documents computer and system related incidents and troubleshoots solutions as appropriate, escalating or assigning follow-up work to other IT groups as needed. The position’s main responsibility is support of the computer users & equipment at three locations. This includes personal computers, printers, local area network, Windows servers, communications network, scanners, telephone system and other peripherals. Other duties include user training, network security, system backups, and computer supply acquisitions.

Organizational Relationships:

1. Reports To:

Information Technology Manager

2. Directs:

N/A

3. Other:

Essential Duties, Responsibilities and Authorities

Include the following. Other duties may be assigned.

  • Answering Emails and telephone calls to assist employees with IT issues
  • Supports Western’s computers & peripherals at three Cleveland area locations.
  • Performs daily Computer Operator functions.
  • Installation of computer hardware and software.
  • Resolves network and PC problems and offers technical assistance to users.
  • Works with multiple hardware and software platforms.
  • Support of the XA ERP system users.
  • Monitors for error messages and enters commands using a keyboard to correct errors and resume operations.
  • Maintain audit logs.
  • Ability to connect cable ends to network cables.
  • Participate in new and existing IT projects.
  • Additional tasks could include
    1. Maintain system security using Active Directory and Group Policy.
    2. Monitors data communications network to ensure that network is available to all system users and resolves data communications problems.
    3. Maintain labels using multiple software applications.
  • Other duties as assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions



Knowledge of:

  • Having knowledge of networking and Microsoft products is required.

Skills/Ability to:

  • Must have the ability to read and comprehend technical materials. Must also be able to expertly understand Microsoft instructions and effectively present information in one-on-one and small group situations to other employees of the organization.
  • Requires an ability to comprehend problems and logically study them to develop solutions as well as to develop procedures and practices that preclude recurrence.
  • Ability to work in a team environment or individually
  • Must have a basic knowledge of hand tools.

Acceptable Experience or Training:

Knowledge of Microsoft products associated with microcomputers.

Certificates, Licenses, Registrations:

Minimum of an associate degree or equivalent in Information technology or business from a two-year college or technical school.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk; sit; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or listen.

Must use all devices associated with a personal computer.

Lifting of equipment or materials weighing up to fifty-five pounds.

Possess the ability to attach connectors on network cables.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Primarily working in a business office environment. Occasionally will need to walk out to the manufacturing area and wear eye protection and hearing protection where necessary. Time will be spent in a computer room with typical computer noises and normal temperatures being between 65 and 70 degrees. Stairs are present and must be utilized.