IT Service Desk Technician

Position Description:

The successful candidate will be responsible for the configuration, installation, troubleshooting and repair of personal computers, printers, telephones, mobile devices and data communications equipment; configuration and support of mobile devices; installation, configuration and support of desktop software systems; troubleshooting and resolving software and hardware problems; rotate through the role of on-call Help Desk technician on a periodic basis; perform other duties as assigned.

Key Responsibilities:

• Works at the Help Desk receives Help Desk tickets and telephone calls focusing on answering computer user requests for assistance, problem solving with a goal of first call resolution, providing troubleshooting and resolving of software, hardware, mobile and network problems.

• Daily maintenance tasks, imaging computers and remediate broken clients

• Assesses and collects essential issue data relative to problem and customer information for the dispatching a work to next tier support.

• Provides first and second-level technical customer support; first level of support duties are receiving trouble calls via Help Desk tickets, telephone and e-mail and resolving issues within scope of role; if problems need a higher level support, the Help Desk technician will dispatch a service ticket to the appropriate higher level support personnel.

• Provide local hands on support when higher level support needs physical assistance; second-level support is solving routine technical problems remotely from the Help Desk.

• Responsible for day to day manning of the Help Desk ticketing system for all computer related trouble reported by local end users.

Qualifications:

• Two (2) years of PC Technician experience in a business networking environment required

• BS in Computer Sciences preferred

• Microsoft MCSA or MCSE and A+ certifications preferred

• Ability to lift and carry 50 pounds required

• Ability to travel locally routinely required

• Exceptional customer service/interpersonal skills required

• Demonstrated extensive knowledge of personal computers in a networked environment including data and telecommunications equipment required

• Knowledge of and experience with, local area networks and associated protocols and equipment. Specifically, Microsoft Windows, IOS environments, mobile devices, firewall technology and TCP/IP. Familiarity of Cisco networking equipment preferred

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.