PURPOSE AND SCOPE:

Provide troubleshooting, repair, and application installations for IT systems while adhering to all IT policies and procedures. Requires excellent customer service skills and the ability to work closely with users providing assistance with all of their IT related needs and requests.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Under general supervision, follows established company policies and procedures and applies acquired job skills to answer, evaluate, and prioritize support or assistance requests in the Help Desk tracking system.
• Maintain the Help Desk system with all required information such as: hardware, software, users, issues, resolutions and monthly system reports.
• Collect information about user problems and effectively diagnose and resolve technology related problems and issues.
• Communicate with user expected or found issues, time to resolution and proactively trains users, when possible, how to avoid future similar trouble issues.
• Communicate with IT vendors to request service for defective products or returns / replacements.
• Listen to customers’ needs for new services and provides recommended solutions as well as quotes for purchases to be routed through the proper purchasing systems.
• Install, remove and relocate personal computers, software and peripheral equipment as needed to meet specific application requirements and leased equipment installation.
• Responsible for proper hardware and software configuration to comply with IT policies and regulatory requirements.
• Able to document basic steps and procedures for software, hardware and technology use in daily work.
• Help develop and setup IT training classes on-site and or recommend external contracted training where required.
• Support phone system and Cell phone requirements and services.
• Help find and develop cost reduction programs in IT areas such as printing services.
• Escalate issues to supervisor for resolution, as deemed necessary.
• Assist with various projects as assigned by direct supervisor.
• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and 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.
• Able to lift up to 50 pounds with assistance as required.
• Overtime, Night, and weekend support may be required at times.
• On call rotation schedule and duties when required.

EDUCATION:

• High School Diploma required

EXPERIENCE AND REQUIRED SKILLS:

• 1 – 2 years’ related experience.
• Interpret general business periodicals, professional journals, technical procedures or governmental regulations.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from individuals, groups of managers, users, customers and the general public.
• Able to do basic math.
• Able to solve practical problems and deal with a variety of complex issues that may arise.
• Advanced computer knowledge in mainstream hardware and software systems.
• Able to support and work in a fast passed team environment.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.