What are the responsibilities and job description for the Help Desk Support Technician position at Vista Applied Solutions Group Inc?
Our client is hiring a PC Configuration & Installation Technician (Help Desk Support Technician) for an onsite contract to hire role. In order to be considered for this position you must possess:
- Over 2 years of help desk or IT support experience
- At least 2 years of experience supporting VoIP phones (Cisco preferred)
- A current A certification is preferred
Here is the full job description:
Primary Responsibilities
- Initial Troubleshooting & Escalation
- Serves as the first point of contact for diagnosing issues related to software, hardware, and communication systems.
- Escalates more complex problems to higher-tier support teams as necessary.
- Ensures a positive user experience through effective communication and problem-solving.
- Problem Analysis & Diagnosis
- Utilizes structured troubleshooting techniques to identify root causes of technical issues.
- Applies logical and systematic methods to resolve system and network-related problems.
- Incident Tracking & Ticket Management
- Oversees support tickets, ensuring they are logged, prioritized, and addressed within service level agreements.
- Maintains accurate records of user-reported issues and follows up on unresolved cases.
- Technical Expertise
- Skilled in troubleshooting various software and hardware components, including VPN access, system authentication, and productivity applications.
- Proficient in working with IT environments including Windows OS, Active Directory, and collaboration tools.
- Experience diagnosing connectivity issues related to network security, firewall configurations, and local infrastructure.
- System Setup & Deployment
- Handles software installations, system configurations, and routine hardware upgrades.
- Implements asset tracking measures to maintain security and compliance standards.
- Networking & Security Awareness
- Understands network fundamentals and basic system security protocols.
- Identifies and mitigates potential cybersecurity threats in line with best practices.
- Technology & Device Management
- Familiar with enterprise mobile device management tools for handling software and security updates across multiple platforms.
- Works with document storage systems to optimize access and retrieval processes.
- Knowledge Sharing & Research
- Conducts research to troubleshoot emerging technical issues.
- Develops guides and documentation to improve efficiency in IT support functions.
- Proactive Support & Multitasking
- Monitors unresolved issues and ensures pending tasks are addressed in a timely manner.
- Manages multiple assignments effectively in a fast-paced environment.
- Additional Responsibilities
- Assists with other IT department tasks as needed to support operational goals.
