Technical Support Assistant
Job Details
Annex - Claremore, OK
Full Time
Day
Description

Under direct supervision of the IT Support Manager the primary responsibility of the Tech Assistant is to politely and efficiently provide front-line support for all tier 1 service requests by responding to, triaging, collecting additional information, and communicating with team members on all service requests. The Tech Assistant also assists the team with the installation, setup, and maintenance of technology, including hardware, software and peripherals.

 

Function:

  • Provide front-line support to end users who face problems with computer software, hardware and/or peripherals.
  • Use initiative to determine the source of the problem, troubleshoot and provide appropriate solutions to the problem and route (if needed) all service requests to the proper personnel.
  • Develop and manage effective professional working relationships with co-workers, outside contractors and vendors.
  • Serve as liaison between end users and the Information Technology department.
  • With support, install, configure, test, repair and/or modify varied hardware and software technologies.
  • With the support of the team, create and maintain user-guides for agency technology.
  • Train agency personnel in the operation and maintenance of assigned technology.
  • Responsible for inventory/asset management system for all agency technology equipment.
  • Communicate low inventory and stock needs with supervisor.
  • Participate in meetings as needed.
  • Perform other duties as assigned by immediate supervisor or other management as requested.
  • Must be versatile, yet persistent in solving technical issues under pressure, until resolution is reached.
  • Must be courteous when handling and resolving complaints.
  • Demonstrate exceptional patience and calm demeaner in a high stress, demanding environment.
  • Demonstrate knowledge of emergency procedures and assists in crisis.
  • Must be physically able to lift computer equipment that may weigh up to 50 lbs.
  • Regular and predictable attendance is required.
  • May be required to work holidays and/or after hours on call as requested.
  • Must be willing and able to perform all job-related travel normally associated with this position.
Qualifications
  • Requires a High School Diploma or Equivalent
  • Any experience in computer repair and maintenance of technology (pc hardware, software and peripherals) is preferred
  • Any clinical experience with working knowledge of computer operating systems & computer software may be considered
  • 1+ years’ experience in a clinical work environment preferred

 

Skills:

 

  • Able to adopt a systematic approach towards identifying and then solving a problem or issue at hand
  • Knowledge of multiple computer operating systems
  • Able to promptly answer & support related Phone calls, Chat & Emails
  • Strong understanding of Microsoft Office Suite
  • Interested by configuration, repair and upgrading of laptops, desktops, tablets, cell phones
  • Self-Motivated, Detail-oriented and organized
  • Effectively works within defined workflow for all service requests
  • Able to work independently and efficiently to meet deadlines
  • Effective written and oral communication skills
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