Benefits: |
Employees at ResMed are the most important assets, so we offer a benefits package that promotes physical, emotional, and financial health for employees and their families. Our insurance plans and support programs cover the full spectrum of personal needs: medical, chiropractic/acupuncture, dental, vision, long-term care, life/AD&D, LTD/STD, EAP, 401(k), compensated time off, tuition reimbursement, yoga classes, and massage. |
Job Description:
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SUMMARY
Investigates and resolves software and hardware problems of computer users by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
Interviews user to collect information about problems and leads user through diagnostic procedures to determine source or error.
Determines whether problem is caused by hardware or software such as application, printer, cables, telephone, network, etc.
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to other technical staff or supervisor.
Image machines for new users or other machines to company standard build, using Ghost software and images. Keep images up to date as needed, review updates and apply as needed.
Support Audio/Visual and conference rooms, support hardware and network systems, phone, projector and video conference equipment.
Ability to communicate any problems or issues, facilitate and track through an escalation process.
Prepares standard statistical reports, such as help desk incident reports to identify re-occurring incidents that may be prevented.
Responsible to provide status to management as requested.
Assists with software and hardware evaluation under the direction of department management or mentors.
Writes or revises user instruction materials.
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.
EDUCATION and/or EXPERIENCE
Associate\'s degree (A. A.) or equivalent from two-year college or technical school desired; or two years related experience and/or training; or equivalent combination of education and experience.
COMPUTER SKILLS
Strong working knowledge with Windows OS to include: Windows 2000 Professional, XP, Windows 2000/2003 Server, Exchange 5.5/2003 administration (mailbox creation). Familiar or working knowledge of Active directory Services in Windows 2000/2003 environment. Knowledge of MS Outlook 2000/2003 and other office applications. Familiar with TCP/IP, WINS, DHCP, LAN/WAN environment. Fair to strong knowledge of PC hardware and peripherals. Strong desktop/laptop support experience. Laptop vs. Desktop architecture, performance and troubleshooting knowledge. Network printing infrastructure and troubleshooting. Audio/Visual equipment, to include: overheads, projectors, wireless devices, DVD/VCR and microphones. Remote access, Dial-ups and Virtual Private Networks (VPN). This is to include the ability to support the above mentioned skills over the phone.
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