Investigates and resolves software and hardware problems of computer users by performing the following duties.
Responds to requests assigned by Supervisor – End User Support to assist users experiencing problems with hardware, software, networking, smartphones, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Provides updates, status, and completion information in support call tracking system and/or to users via voice mail, e-mail, or in-person communication.
R equires a thorough understanding of the installation and performance of Windows desktop operating systems, and desktop software like Microsoft Office products Word, Excel, Access, Visio, PowerPoint, MS Project and Internet Explorer in a networked environment. Determines whether problems are caused by hardware or software.
Handles problem recognition, research, isolation, resolution and follow-up for user problems, referring more complex problems to supervisor or technical staff. Strives for first call resolution by answering calls to support center, logs and tracks calls using support center call management database, and maintains history records and related problem documentation. Share information technology knowledge by documenting new or updating existing processes and/or procedures.
Contact and use of Dell technical support systems to determine corrective action for hardware repairs. Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises. Calls software and hardware vendors to request service regarding defective products. Daily movement and transportation of DR tapes to alternate data center including some weekend work responsibilities. Communicates activities with Supervisor – End User Support, support center teammates, Technical Services or other IT groups.
Must be able to work scheduled hours as assigned for appropriate support center hours coverage with some flexibility as needed.
Perform all duties in a professional and confidential manner.
Sargento Foods Inc is an Equal Opportunity Employer
Associate Degree in Computer Science or related field required.
3 – 7 years relevant PC Technician experience required.
Current / valid driver's license required.
Travel between all WI locations on an as needed basis required.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.