Technical Support - Help Desk

Description

This is a position for a customer service-focused technician providing level one technical support to end users in an in-office professional environment. The candidate for this position will demonstrate strong critical-thinking skills, a calm and service focused demeanor and the ability to manage multiple priorities under stress.

• Leverage knowledge and experience to execute troubleshooting solutions when investigating unresolved issues; Diagnostic testing- using remote control tools to assume controls of a user’s system.
• Utilize the Ticketing System queue to ensure all tickets are completed in a timely manner.
• Maintain knowledge of fundamental operations of relevant software, hardware and other equipment.
• Timely escalation via email and verbal of unresolved incidents/requests to the proper level or application/systems support teams as needed.
• Identify and escalate situations requiring urgent attention.
• Stay current with system information, changes and updates.
• Knowledge of relevant call tracking applications.
• Contact vendors to place orders., request support and follow up on same.
• Administer, configure and provide Level I troubleshooting for telephone system.
• Help end users with printer setup and basic printing troubleshooting needs.
• Assist end users with corporate assigned mobile devices issues, setup and configuration.
• Work on data center hardware/software issues on an assigned or as needed basis.
• Maintain updates to the supply inventory.
• Ability to support remote and traveling users in a “hands-off” capacity via remote login and phone.
• Prepare\Deploy computers/workstations with all of the necessary hardware and software components, and creates user accounts (as needed).
• Support the operation and setup of the workstations, printers, servers and network.
• Monitoring of Anti-Virus System and System Alerts.
• Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices.
• Document re-occurring problems and identify the root cause to find solutions.
• Regular and reliable attendance.
• Work overtime on an as needed basis.
• Other duties as assigned.

Requirements

• High School degree required
• 3 years minimum office and\or technology experience
• Network Certification desired
• SCCM experience desired
• A Certification desired but not mandatory
• Strong critical thinking skills
• Basic knowledge of Microsoft Office (Word, Outlook, PowerPoint and Excel)
• Excellent oral and written communication skills
• Ability to prioritize and quickly resolve issues
• Desire to acquire a deeper technical understanding
• Customer service oriented at all times
• Organized and detailed oriented
• Works well in a fast-paced task driven environment
• Problem-solver
• Proactive
• Team-player
• Travel to branch office locations required as needed.
• Ability to work nights and/or weekends as needed.