Marten Transport

IT Support

• Identifies, researches and resolves technical problems in a timely manner.
• Field incoming help requests from end users via both telephone and email in a courteous manner regarding software and/or hardware issues within servers, databases, and other mission critical systems.
• Communicate software/hardware problems and issues to management, development teams, end users, and unit leaders as needed.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately person.
• Record, track, and document the help desk request problem solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Develop help sheets and frequently asked questions lists for end users.
• Included in on-call rotation
• Other duties as assigned

Infrastructure Helpdesk