Job Description:
The Help Desk Technician will provide first and second tier support of computer hardware and software for Windows XP end-users. The person will monitor, manage, and troubleshoot all problems submitted to the help desk for resolution and should be capable of seeing a problem through from beginning to end. The Help Desk Technician should have the ability to research and identify the root cause of a problem and escalate accordingly. The position will also require some network administration responsibilities.
Responsibilities include:
• Support a growing private organization as a Windows desktop specialist.
• Onsite support for employees requiring technical help with desktop and laptop issues.
• Phone and desktop support for users with LAN/WAN and/or VPN issues.
• Troubleshooting wireless technology issues for remote sales force.
• The ability to configure, upgrade and relocate PC hardware, software and print devices.
• Perform software and hardware configuration in a Microsoft Windows environment.
• Setup and maintain Active Directory and Exchange 2003 user account.s
• Support cell phones, phone systems, video conference equipment and various wireless devices.
• Other duties as assigned by Manager and/or Team Lead.
Qualifications:
• Minimum 3+ years previous Help Desk or Desktop Support in a corporate environment.
• Experience with PC hardware installation and configuration.
• Detail knowledge of Windows XP, Outlook 2003 and Office 2003.
• Experience supporting remote access technologies (VPN, Citrix).
• Familiar with networking technologies such as TCP/IP, DNS, DHCP, VPN, antivirus and spam/spy-ware blocking technologies.
• Experience supporting Web based applications.
• Capable of performing basic network troubleshooting.
• Exposure to Active Directory and user administration.
• Previous experience with a call tracking system.
• Microsoft certifications a plus.
Other:
• Outstanding customer service and interpersonal skills.
• Ability to work in a fast paced, team based, customer service oriented environment.
• Ability to handle stressful situations under pressure.
• Has proven intra-team and cross-departmental communication skills working with and supporting end users with varying technical skill sets and authority.
• Excellent verbal and written communication skills in English.
• Demonstrated ability to learn and develop technical skills.
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