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Senior Help Desk Support

4 months ago

Oklahoma City, United States OakTree Staffing Full time
Job DescriptionJob Description

 

Senior Help Desk Support

Location: Oklahoma City, OK

Description:
Provide technical support of the organization's desktop computing environment while ensuring exceptional customer service in response to incidents and requests across the organization. Creates work tickets to ensure proper tracking, prioritization and escalation of technical incidents and requests.

Level of Responsibility:

  • Complex responsibilities related to primary focus of job area
  • Uses best practices and in-depth business knowledge to solve complex problems and improve products or services
  • May adapt procedures, processes and techniques to meet the more complex requirements of position


Essential Functions:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
  • Provide font line response, troubleshooting, diagnostics and resolution on general PC and network issues and support Microsoft core operating systems and business applications.
  • Aid other Help Desk technicians with daily incidents and requests.
  • Identify issues for continuous service improvement (CSI).
  • Perform regular operating system and application desktop/laptop patching of Microsoft operating systems and applications.
  • This requires experience with installation and configuration.
  • Responsible for assisting in the effective provisioning, installation, configuration, operation, and maintenance of the required hardware, software, and related cloud and on-premise infrastructure.
  • Provide accurate information on IT products or services.
  • Follow support methodologies based on ITIL standards to provide a highly performing and available environment.
  • Communicate effectively with clients on the status of tickets and resolutions.
  • Work collaboratively with peers to provide quick response, diagnosis, and resolution of client issues.
  • Work collaboratively with all IT teams to centralize and standardize processes.
  • Create tickets, record progress and resolutions on client incidents or service requests.
  • Effectively escalate client issues to appropriate resources when necessary.
  • Perform system installation and configuration.
  • Document commonly encountered issues and create documentation on newly implemented systems.
  • Review and edit knowledge base documentation on a periodic basis.
  • Ensure compliance with team metrics in accordance with department goals.
  • Work with end-users to implement IT skills.


Education/Work Experience:

  • Associate's Degree in Computer Technology or a related IT degree program, And 4 years Help Desk support experience
  • 6 years Help Desk support experience in a corporate environment.
  • Valid driver’s license.


KSAs:

  • Demonstrated experience with providing support to Help Desk technicians.
  • Experience with remote access using VPNs and MFA.
  • Experienced knowledge of current systems software, protocols, and standards, including DHCP, DNS, TCP/IP, and Active Directory.
  • Experience with a broad array of technologies such as: Microsoft Windows 7/10, Active Directory, HyperV, VMWare, Citrix, Exchange, Office 365, Remote Desktop Services, and LAN/WAN networking technologies.
  • Experience with hardware and applications support as well as an understanding of networking technologies, including TCP/IP, DHCP, DNS, SMTP, OWA, LDAP.
  • Ability to provide after-hours support and/or be on-call.
  • Experience with Active Directory, Exchange and Office 365
  • Working knowledge of IT security concepts.
  • Working knowledge of technology architecture.
  • Working knowledge of local area network administration.
  • Process driven with high attention to detail and excellent follow through skills.
  • Demonstrated experience with Windows systems installation, maintenance and troubleshooting.
  • Advanced level troubleshooting of both hardware, networking and software related issues.
  • Ability to effectively obtain, share, analyze and convey information.
  • Ability to collaborate with peers, managers, and clients.
  • Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups, as well as a keen attention to detail.
  • Train new hires on systems, applications and various technologies.
  • Expectation of ongoing, active learning and skill growth in key technology areas including operating systems and applications.
  • Knowledge and experience with ITIL principles.
  • Experience working with a managed services technology provider a plus.
  • Prior experience working in an enterprise incident management system or ITSM system is preferred.
  • Prior experience working with an enterprise end-point management platform or mobile device management (MDM) is preferred.
  • A+ certification, Microsoft certifications or other applicable


Working Conditions/Physical Demands:

  • Ability to work extensive hours at a computer terminal
  • Ability to lift up to twenty (20) lbs
Company DescriptionExcellent Staffing Agency that finds top talent and connects them with amazing companies.Company DescriptionExcellent Staffing Agency that finds top talent and connects them with amazing companies.