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Job Description
- Functions as a primary point of contact as part of tier 1 for end user problems and enters event details in help desk system. Employs customer service skills to address technical issues, and troubleshoot hardware\software issues to resolution.
- Answer IT Service Desk calls and emails, providing solutions and/or escalating requests and problems to designated second level responders.
- Complete tickets for IT Service Desk inquiries and follow-ups to ensure tickets are updated and acknowledged to the point of verifying completion and closing them out.
- Create technical specifications and knowledge base documentation as needed.
- Perform tasks related to user administration in Active Directory and other firm applications.
- Participate in new application training and testing to obtain familiarity when servicing IT Service Desk requests.
- Assist with special projects and perform additional tasks as assigned.
Job Requirements
- Associate’s degree or equivalent experience in the information technology or related field, preferably in the professional services industry.
- 3-5 years’ experience servicing an IT Help Desk or Service Desk required.
- Certifications in related field preferred (ie CompTIA A+, CCNA, MSDST, MOS, MCAS).
- At least 2 years of related work experience in a support role preferred.
- Thorough knowledge of Management Information Systems (MIS) and equipment.
- Ability to relate well to a diverse group of people including the IT staff, end users and all levels of management.
- Ability to diagnose PC and laptop hardware and software problems.
- Availability and willingness to work irregular hours including being part of an on-call rotation for weekend and off-hours coverage.