Help Desk Technician

3 weeks ago


St Louis, United States Prestige Staffing Full time
JobID: 44619

Responsibilities

  • Monitor, respond to & manage ongoing requests received through the IT Helpdesk ticketing system
  • Triage incidents reported through Helpdesk interface, email and phone calls
  • Create and update tickets with detailed investigation notes & attempted troubleshooting steps
  • Search knowledge base articles, system guides and other documentation for root causes & resolutions
  • Utilize critical thinking & problem solving skills to troubleshoot unfamiliar issues
  • Troubleshoot issues related, but not limited to operating systems, applications, hardware, printing, user configuration, networking, phone systems
  • Image, deploy & ship hardware
  • Provision and modify user accounts in Active Directory, Azure, Adobe, and other applications
  • Ensure accurate and timely communication with end users & management
  • Assist with installing and configuring Outlook on Android and iPhone mobile devices
  • Manage onboarding and offboarding procedures related to technology
  • Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities
  • Create internal documentation for newly identified, repeatable resolutions
  • Provide excellent customer service

Experience

  • Proficient with Windows 7/8/10
  • Proficient with Office 2013, Office 365, Microsoft Teams
  • Familiar with Two Factor Authentication using Azure AD
  • Familiar with Active Directory, DNS, DHCP, Group Policy, Print Servers
  • Basic TCP/IP knowledge and troubleshooting
  • Basic Desktop / Laptop hardware knowledge; Installing RAM, swapping Hard Drives, etc.
  • Basic Citrix Troubleshooting Knowledge
  • Printer configuration and troubleshooting

Qualifications/Skills

  • At least 2 years of Helpdesk or similar experience
  • Ability to work in the office 50-100%
  • Excellent customer service, documentation, and verbal and written communication skills
  • Strong desire to learn and problem solve independently
  • Positive attitude


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