Helpdesk Support

2 weeks ago

Fairfax, United States Latitude, Inc. Full time
Job DescriptionJob DescriptionHelpdesk Coordinator

Main Points
  • Will be providing tier I support
  • Must have associates degree or higher level of education 
  • Must have 1+ years experience
  • Must have knowledge of troubleshooting Microsoft Office Suite
  • Pay: 20-22/hr.=converting at 45k+
Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.
Basic Functions:
  • IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.
  • Assist, plan and coordinate with vendors about hardware purchases
  • Assist Admin Support team in answering calls
  • Implement and support disaster recovery solutions.
  • Serves as the Tier 1 and Tier 2 support for the computer user community.
  • Responds to customers via phone, in person, and through remote support channels.
  • Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.
  • System documentation to include system reviews and recommendations.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.
Additional Duties and Responsibilities:
  • Improve customer service, perception, and satisfaction.
  • Ability to work in a team and communicate effectively.
  • Escalate service issues that cannot be completed within agreed service levels.
  • Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
  • Maintain specific knowledge of the customer and how IT relates to their business strategy
  • Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.
  • One year general experience.
  • Ability to gain and/or maintain a Public Trust clearance.

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