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Job Information
Job title

IT Support Specialist

Company Masco
Wage Not specified
Location United States, California, Santa Ana
Employment type Full Time
Education Technical College
Year Experience 2 - 3 Years of Practical Experience
Travel None
Published on 6/18/2008
Description
JOB SCOPE/ SUMMARY:
  • Support information technology applications, systems and processes and perform scheduled operational tasks
  • Utilize the Technical Support Cisco phone system and log all tasks and requests into the Heat Support Desk Program Partner with other department personnel and management for call escalation and resolution
    ESSENTIAL FUNCTIONS:
    1. Diagnose and solve advanced printer problems and advanced computer system problems.
    2. Install and setup personal computers, peripherals and software.
    3. Provide support for the Technical Support Cisco phone system and log all tasks and requests into the Heat Technical Support application.
    4. Participate in e-mail monitoring.
    5. Perform user setup procedures on AS/400, Intranet, Network OS, SAP, and other applications.
    6. Troubleshoot scanner gun and OOP computer problems.
    7. Conduct research utilizing books, publications, CD ROMs, news groups, and the Internet.
    8. Create and follow documentation for operational procedures.
    9. Utilize appropriate customer service skills to troubleshoot issues over the telephone.
    10. Daily follow-up on open customer issues.
    JOB QUALIFICATIONS:
    EXPERIENCE/EDUCATION/TRAINING:
    Educational attainment equivalent to high school graduation, supplemented by training, certification, or coursework relating to personal computers and networking components
    Work experience involving network administration, user support, and/or personal computer technical work in a network environment is required
    KNOWLEDGE/SKILLS/ABILITIES RECOMMENDED FOR POSITION:
    Knowledge of SAP
    Broad knowledge of Windows XP operating system, Lotus Notes, including operation and troubleshooting
    Broad knowledge of personal computers and networking components including wireless
    Knowledge of scanner guns, OOP and Adobe products.
    Knowledge of Mac systems helpful
    Established ability to follow documented operational procedures and organize, coordinate, and complete job orders
    Ability to install and configure personal computer components, including hard drives, CD ROMs, scanners, video cards, and memory is required
    Ability to install Windows operating systems, including software applications and printers is required
    Ability to communicate with staff and other departmental representatives concerning job order needs or assignments
    Ability to plan, organize, prioritize and follow-up on tasks to complete work as scheduled and to meet deadlines
    Ability to troubleshoot computer and peripheral issues on both inbound and outbound calls
    Ability to administer and troubleshoot Kiosk system
    Ability to provide onsite and telephone support to customers, vendors, and employees
    Ability to log all calls in the Heat Technical Support application
    Ability to perform in-depth call triage and escalate calls appropriately
    Ability to conduct research utilizing books, publications, CD ROMs, news groups, and the Internet
    SPECIAL REQUIREMENTS:
    Ability to work a flexible workweek, including nights, weekends, or extended hours in order to meet production schedule requirements or provide support when required
    Ability to travel to remote locations for required training and onsite supportdf-tc

    Experience/Skills
    (See Above)

    Other desired skills:
    Help desk, IT Support, desktop, customer service
    • This job has expired.