Help Desk Operator - North American Stainless : Job Details

GENERAL JOB DESCRIPTION:Schedule is swing shift straight nights (7pm-7am) This position's purpose is to investigate and resolves software and hardware problems of computer users by performing the following by performing the following duties under essential job functions. ESSENTIAL JOB FUNCTIONS:

• 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.

• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

• Determines whether problem is caused by hardware such as modem, printer, cables, or telephone.

• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.

• Perform backups, watch print queues, reset passwords, and monitor system usage on the AS400

• Logs and tracks calls using help desk software, and maintains history records and related problem documentation.

• Consults with programmers to explain software errors.

• Calls software and hardware vendors to request service regarding defective products.

• Installs personal computers, software, and peripheral equipment.

SUPPLEMENTAL JOB FUNCTIONS:

Other duties as assigned.

Participation in continuous improvement programs.

MINIMUM EDUCATION, SKILLS AND EXPERIENCE:

• Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.

PHYSICAL ABILITIES REQUIRED:

• Mobility in plant.
• While performing the duties of this Job, the employee is regularly required to sit.
• The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms.
• The employee must occasionally lift and/or move up to 50 pounds.
• Visual ability with or without correction.
• Communication abilities.

HEALTH AND SAFETY

Work in compliance with the Occupational Health and Safety Act and regulations.

Follow Company safety rules.

Report the absence of or defect in any protective equipment or clothing to the Supervisor or Manager immediately.

Use or wear the equipment, protective devices or clothing that is required to be used or worn:

• Safety shoes
• Safety glasses
• Hearing protection

Report to the Safety Coordinator, Group Lead or Supervisor any contravention of the Occupational Health and Safety Act and Regulations or Company policy.

Must follow all Lock out Tag out (LOTO) guidelines for designated machines.

Maintain a clean and safe work area.

WORK ENVIRONMENT:

Work in compliance with the Occupational Health and Safety Act and regulations.

Clean, well ventilated and safe work areas.