Technical Support Administrator

Technical Support Administrator

SUMMARY

HyPro is looking for an IT professional to assist in the installation, maintenance, and general support of systems. This person will assist users with questions or problems as well as troubleshooting any issues that may arise.

RESPONSIBILITIES AND DUTIES

• Monitor and respond quickly and effectively to user requests received through the IT Help Desk Tracking software, Phone and Email requests. 
• Open, monitor and resolve incidents in a timely manner and document all activity related to the incident.
• Follows operational standards for reporting, monitoring, troubleshooting, and documenting issues.
• Takes corrective actions and/or escalate incidents to reduce downtime.
• Evaluate and recommend alternative actions for incident and problem resolution.
• Communicate with IT team members and vendors to resolve local incidents and problems.
• Interact professionally with business customers team members and react accordingly to changing environments and business needs.
• Develop an understanding of all business processes supported.
• Supports the organization’s project management policies, enforces standards and practices, and methodology.
• Participates in assigned project teams including system upgrades and other local IT Field Operations initiatives.
• Lifting up to 50+ lbs. material, tools, equipment or machines.
• Provides technical support for issues of low - high complexity, including installation, set-up, customization, implementation, equipment maintenance, cabling and replacement of computers and network equipment.
• Performs other tasks as assigned.
• Potential after hours and weekend Support and flexibility of hours may be required.

MINIMUM POSITION REQUIREMENTS 

• Technical Institute, Associate Degree in Computer Science, Info Systems or equivalent formal training preferred.
• Basic aptitude for logical thinking and analytical processes.
• Outstanding communication (written, email and verbal) and teamwork skills
• Customer Service orientated
• Performs assigned tasks without supervision and manages tasks within allotted time.
• Some travel may be required.

POSITION KNOWLEDGE

• Experience troubleshooting and repairing printers, desktops and laptops.
• Experience with software and hardware troubleshooting.
• Working knowledge of a variety of Windows Operating Systems and Microsoft Office Suites.
• Knowledge of wireless networks.
• Attention to detail, organization and multi-tasking abilities are essential.
• Great phone personality and a professional attitude.
• Possess strong organizational and time management skills.

PREVIOUS EXPERIENCE

• Providing support, troubleshooting and resolution of computers, network, and software problems.
• Proven work experience (2-4 years) with IT support, PC/LAN and other related hardware/software preferred.
• Excellent customer service skills.