Arthur Grand Techn

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• rently seeki

a highly motivated and

illed *ID Infrastructure Support* for one of our clients. *Position: ID Infrastructure Support* *Location: Knoxville, TN (Onsite) * *Long Term Contract* *Job Duties:* - Provides first-level troubleshooting of hardware, software and operating system problems, - Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets. - Responds to telephone calls, email, and problem tickets for personnel requests for technical support. - Tracks and monitors the problem to ensure a timely resolution where required. - Resolves PC software configuration problems and remotely installs software products and/or approved patches. - Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs. - Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff. - Diagnoses, isolates, and analyzes problems utilizing historical database records. - Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements. - Escalates unresolved issues to the successive level of support. *Basic Qualifications:* Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree - 1 or more years of experience in troubleshooting applications or network related issues - 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now - 1 or more years of experience providing customer service *Additional Qualifications:* - Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends. - Hands-on experience with Microsoft Windows operating systems - Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware - Excellent and demonstrated communication and customer support skills - Understanding of client-server and networking principles - Ability to obtain MCDST or equivalent within 12 months - Knowledge of ITIL/ITSM concepts *About Arthur Grand Technologies:* Arthur Grand Technologies is a leading provider of staffing and technology consulting services. Our company is managed by a team of professionals who have worked for big 5 consulting firms for 20 years. We are a minority-owned staff augmentation and technology consulting company. At Arthur Grand Technologies, we value our employees & contractors and strive to provide them with challenging, interesting work, market-relevant benefits, and opportunities for professional growth. If you have the necessary qualifications, and are excited to join a dynamic team, please send your resume to indhu.s@arthurgrand.com for immediate consideration. Thank you for considering Arthur Grand Technologies. We look forward to hearing from you soon. Best regards, Indhu indhu.s@arthurgrand.com Arthur Grand Technologies Inc www.arthurgrand.com Arthur Grand Technologies is an Equal Opportunity Employer (including disability/vets) Job Type: Contract Schedule: * 8 hour shift Work Location: In person