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Job Description
- Provide first line response to requests for technical assistance received by phone, email, remote desktop and help desk ticket management system
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Maintain and support local and remote client computers, tablets, smart phones, servers, printers, network equipment and common applications.
- Support and maintain user accounts through Active Directory including rights, permissions and groups
- Follow up on help desk tickets until resolved
- Update help desk ticketing system with descriptions of work performed
- Escalate more involved problems to appropriate senior technicians
- Participate in after-hours on-call rotation shift
- Learning, using and training on internal systems in order to investigate customer issues and provide IT support
- Solving office IT issues and provisioning new software/hardware
Job Requirements
- Proven working experience in providing help desk support
- Proficiency in English
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent
- 2 – 5 years of experience in a help desk or support position
- Experience with Microsoft operating systems, applications and hardware troubleshooting
- Computer troubleshooting and hardware setup
- Internet service and networking familiarity