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Helpdesk Agent
4 months ago
Description Manage incoming support requests to include categorizing, triaging, resolving, documenting resolution and/or escalating where appropriate. Installing, modifying, and making minor repairs to company computer hardware and software systems; providing technical assistance and training to system users, troubleshooting and resolving software, hardware, and connectivity problems. Answers, evaluates, and prioritizes service requests received via-telephone, voice mail, e-mail, and in-person for users' computer performance. Maintains accuracy of help desk database. Ensures timely resolution/referral of user problems by documenting the impact to the user and by assigning an appropriate priority and resolution goal. Analyzes and corrects problems using documented procedures, available tools, and personal knowledge and skills. Performs diagnostics with user to collect information about problem to determine source of error. Maintains all hardware asset records. Manages nightly backup process and media rotation and storage. Logs and tracks calls using problem management database, and maintains history records and related problem documentation. Records resolution information in help desk knowledge management database. Sets up new user accounts, and deploys IT assets to users and locations. Other duties may be assigned to meet business needs. Minimum Qualifications for Consideration Education: Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Experience: one or more years of professional experience in IT infrastructure; or equivalent combination of education and experience will be considered. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) ISCO Industries is an equal opportunity employer.
