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THE POLYMER COMPANYTM

IT Help Desk Representative

1st shift
Summary: 
Investigates and resolves software and hardware problems of computer users by performing the following duties.
Requirements and Education: 

High school diploma or general education degree (GED); or 1 year related experience and/or training; or equivalent combination of education and experience. Must have knowledge of DOS and current Windows and Microsoft Office versions. Must be an experienced typist. Must have good interpersonal, verbal and written communication skills.
• A+ Certification required.
• Valid driver's license required. Must have a reliable vehicle as this position serves several buildings locally.

Essential Duties and Responsibilities: 

The ideal candidate must have a pleasant and courteous personality, excellent communication and interpersonal skills, and strong problem-solving skills. Must be very pleasant when dealing with customers face to face. Must answer, evaluate and prioritize incoming telephone, e-mail, requests and IT request forms 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, pc, monitor, cables and all other associated hardware. Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Calls software and hardware vendors to request service regarding defective products. Installs personal computers, software and peripheral equipment. Must be able to build a computer from scratch. Install software, know how to read the BIOS, create an image, and all aspects associated with a computer.