Technical Support Specialist I

HelpDesk (50%: 

• Answer HelpDesk Hotline calls.  Resolve software and hardware questions over the phone.  The goal is to respond or contact the caller within one hour of their call.  
• Maintain the HelpDesk Database.  Log all calls, follow up on progress, check with caller to ensure that they have been helped, and that there are no outstanding calls.  On average, the Technical Support Specialist I should be handling at least 25% of the Help Desk calls. 
• Work with users one-on-one for help desk questions at their desk, when not covering the Hotline. 
• Troubleshoot network related issues including routers, switches, wireless & internet connectivity, LAN and high speed.  Work with Network staff on these issues as needed. 
• Answer user questions on all software used by staff including but not limited to: Word, Access, PowerPoint, Excel, Outlook, remote access, and other custom applications. 
• Peripheral related support for printers, scanners, digital cameras and external back-up devices.  Printer maintenance including changing toners, ink cartridges, general cleaning and repairs. 
• Setup and configure all hand held mobile devices.  Solve any questions or problems they may encounter with these devices.  

Perform computer setups and updates: (35%)

• A computer setup includes: Installing hardware and software, configuring network setup, remote connectivity configuration, mail setup, transferring user’s files, delivering and plugging equipment in at user’s desk, orienting the user on the system.  On average, a standard computer setup should be completed and delivered in 3 days. 
• Updates and general maintenance on workstations as needed. 
• Upgraded software rollouts to all staff workstations when necessary. 

On-Site Championship support: (15%)

• Work with in-house network staff, club staff and vendor in setting up high speed and wireless connections for the championship. 
• Oversee on-site Internet connectivity for all staff and championship offices, weather team, and media offices. 
• Ensure computer and printer set-up and functionality for all staff and championship offices, weather team and media offices. 
• On-site technical support during championship regarding all connectivity, hardware, software, etc. 
• Setup and functionality for all VOIP telephone equipment. 
• Support and setup Plasma TV’s and hand-held scoring devices as needed. 
• Perform various duties and jobs assigned by Championship director. 
• Wireless:  On-course support