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Help Desk Teir 1/2 (Closed)

About the Opportunity

• Resolve end-user IT issues, such as password reset, software questions, PC hardware problems, Internet connectivity, configurations, etc
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
• Perform in-person, on-site repairs of PC desktop hardware, printers, and other peripherals
• Diagnose and resolve minor network issues (e.g. LAN access)
• Recognize and escalate deeper and more complex issues to Tier 2 support technicians
• Assist PC and network technicians by troubleshooting software, hardware, and network issues
• Where necessary, assist network technicians in installing network interface cards, hubs, switches, network cabling, and so on
• Participate in moves, adds, and changes to network and systems access for new, departing, or promoted/demoted employees
• Accurately log work orders/help desk tickets and resolutions into help desk software management system; maintain vigilant maintenance of this process
• Prioritize work orders/help desk tickets according to severity
• Conduct timely repair of IT equipment covered by third-party vendor maintenance agreements
• Attend and/or conduct training sessions for end users; create training materials for end users (e.g. FAQ sheets)
• Use help desk log entries to pinpoint trends and trouble spots in order to conduct proactive maintenance or repairs
• Compile, maintain, and file all repair records, reports, and other documents as required
• Always maintain a high degree of professionalism, courteousness, and friendliness
• Some travel may be required
• Manual dexterity required to use desktop computers and peripherals
• Ability to physically inspect equipment
• Overtime as required

About You

• High school diploma or equivalent, with a college or university degree preferred, or an acceptable combination of education and relevant experience
• CompTIA A+/Network+ or MCP, CCNA certification preferred
• 1 years of direct work experience in a help desk support capacity
• Ability to diagnose problems, perform repairs on IT assets, and provide support for a wide range of applications
• Tech savvy with working knowledge of MS Office, databases and IP PBX system
• Prior experience in Computer hardware and Cisco networks devices
• Able to quickly analyze issues and determine best course of action using available resources
• Sound judgment to escalate issues to senior members within the help desk organization
• Knowledge of help desk management software tools
• Excellent written, oral, and telephone communication skills
• Able to communicate in user-friendly language
• Knowledge of computer workstation setup
• Exceptional multi-tasking abilities and prioritization skills
• Strong customer service mindset
• Team player able to work under pressure

Pay Rate

$20 - $25/hour

How to Apply

Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #29565.