IT Support Technician

3 months ago


Towson, United States Novalink Solutions Full time
Job Description
HELP DESK SUPPORT TECHNICIAN

The ideal candidate must possess the following:

Responsibilities:

Communicates with all levels of customers
• Installs and configures applications and other supported software packages

Performs basic troubleshooting and triage of computers via remote computer

access and phone
• Resolves routine issues and problems related to hardware and software

Creates tickets for all problems called into the Technology Helpdesk
• Quickly escalates issues and problems that are not resolvable as necessary

Assists clients with resolving device related issues via telephone support
• Helps determine technical needs of supported systems
• Participates as team member on projects

Records activities in the service desk software system

Updates/Creates internal supported system documentation

Communicate technical issues, risks, and approaches to clients
• Performs other duties as assigned

Required Skills:
• Possession of a high school diploma or an appropriate equivalent, plus one year

of experience in an inbound call center environment

Two years installing, configuring, maintaining, and trouble-shooting personal

computers and related equipment, operating systems, and software applications,

preferably in a large, multi-site agency.
• Experience with remote troubleshooting preferred
• Possession of a valid class C Maryland driver's license or an equivalent is

required.

Requirements

Desired Skills:
• Possession of A+ (Remote Technician) and Network+ certification is preferred
• Knowledge of computer operations and support

Skill in installing, configuring, maintaining, and trouble-shooting personal

computers and related equipment
• Skill in installing, configuring, maintaining, and trouble-shooting operating

systems, software applications, and cabling components

Skill in providing technical assistance, guidance, and training to users of varying

levels of skills and abilities

Skill in establishing and maintaining effective working relationships

Skill in effectively prioritizing assignments and tasks
• Skill in communicating clearly and effectively
• Ability to provide consistent quality customer service

Ability to deescalate customers
• Ability to maintain confidential information

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