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Summary
The primary role for Level 1 support technician is to be the front line of support for the Helpdesk to trouble shoot and resolve a majority of desktop related issues that are escalated from internal users or other internal support desks.
These types of issues include but are not limited to password resets, account unlocks, kill sessions, printer restarts, VPN error messages, MS Outlook, device OS issues, website connectivity and other windows or proprietary logon issues.
If a resolution cannot be obtained over the phone or with minimal remote control access, then technician will be required to escalate to the proper group for additional support.
Roles & Responsibilities
DUTIES
Troubleshoot and resolve basic to moderate issues related to technical difficulties with hardware, software, connectivity, and network as well as Sonepar OPCO branch hardware over the phone or with remote control access using the TeamViewer tool.
Perform light system administration with Microsoft Active Directory including password resets/unlocks.
Document all phone calls to Helpdesk via ticket system and ensure proper information from end user is obtained
Assign/escalate tickets to Level 2 and other internal support departments based on ticket criteria and resolution method.
Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
Identify, research, track and resolve technical problems in a timely manner
Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference
Maintain a trending list of repetitive issues to be brought to Management for attention
Respond and answer telephone calls, email and personnel requests for technical support
Available to work or be on call during non-business hours, weekends and holidays as required
Preferred Qualifications
Minimum Qualifications
QUALIFICATIONS
Certificate or Computer Science degree
2 years of IT based customer support experience
Working knowledge of Windows OS
Experience setting up and troubleshooting network printers
Working knowledge of Active Directory
Basic knowledge of mobile devices
Good communication skills, both written and verbal
Team player
A Certification preferred (not required)
Service Now experience would be very helpful (not required)
There will not be an on call rotation in this role
Central Business Solutions, Inc,Full Time
IT Outsourcing & Consulting
$32k-40k (estimate)
07/07/2023
07/27/2024
cbsinfosys.com
NEWARK, CA
100 - 200
2002
Private
ANJUL KATARE
$5M - $10M
IT Outsourcing & Consulting
Central Business Solutions is a consultancy firm that offers application design and development, security, compliance and data science services.
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