What are the responsibilities and job description for the Help Desk position at ATC?
Job Description :
To provide onsite deskside Tier 2 support performing the following duties
Job Duties :
Performs / monitors standard processes or operations that are highly stable and / or relatively consistent in how to fix. TYPICAL EXAMPLES : imaging computers, replacing printer toner, disposing of outdated assets, and resolving trouble tickets from ServiceNow queues.
Documents recording and / or distributing information. Has some breadth, depth and / or frequency of interaction with external contacts. Typical examples include updating assets in Asset Center, following KB articles for problem resolution, and following unit specific processes.
Responsible for effective e-mail communications and ability to create and maintain basic
documents / records : TYPICAL EXAMPLES : contact lists process logs problem incidence reports customer information updates – exterior ship orders inventory, maintenance or other service records handling standard facilities administration requests
Responsible for recognizing problems with the processes / operations supported. Is responsible for resolving those problems with pre- established and documented solutions. Is responsible for reporting to others those problems that fall outside the scope of established procedures.
Maintains equipment, supplies, data supporting processes or operations. Typical examples includes scheduling routine equipment maintenance, ordering supplies, monitoring inventory, updating data records, and interacting with suppliers.
Applies some technical knowledge in the support of processes or operations TYPICAL EXAMPLES : understanding basic printer operations to replace toner and pickup rollers, performing trouble shooting by following KB article to resolve end user tickets.
Job Requirements :
Knowledge of computing and networking concepts and fundamentals
Ability to use standard desktop load applications such as Microsoft Office plus intranet and internet functions.
Knowledge of computer security policies and a general overall knowledge of computer security concepts.
1 year or more IT experience preferred, but recent college graduates will be considered
Education Requirements :
Degree in an Information Technology discipline or equivalent experience. - High School or secondary diploma or equivalent
Additional Information :
This is a 3RD Shift, ONSITE position. Candidates should have some flexibility to accommodate shift rotations
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