Service Desk Technician

Job Overview:
Pay Range: $15.00hr - $20.00hr Requirement/Must Have:
Phone support experience necessary. Technical helpdesk or technical call center experience is necessary. Disciplined, systematic problem solving skills required. Hands-on work experience with Windows Operating systems including Windows 7, Windows Vista, Windows XP, and Windows 2000.

Experience with Servers including Windows 2000, Windows 2003, and Windows 2008. Knowledge of Active Directory and Exchange 2003/2007.

Experience with ITSM ticketing tools such as Remedy, HP Service Center, or Peregrine Service Center.

Experience with user account creation for Active Directory, Exchange Mailboxes, and Distribution lists.

Experience with remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools. Proficiency in MS Office Suite (XP, 2003, 2007) including MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.

Experience with Internet browsers including Explorer, Chrome, and Firefox. Experience supporting VPN and remote dial-in users. Support experience for laptops, desktops, and printers.

Experience with PDA and mobile device support.

Experience with Adobe Acrobat and other common desktop applications like Winzip. 3-4 years of University education post High school (B.Client. or Diploma). 2-3 years of help desk, voice customer service, and support experience with problem solving involving hardware, software, and networks. Responsibilities:
Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users. Route problems to internal 2nd and 3rd level IT support staff. Coordinate and manage relationships with vendors and support staff that provide hardware, software, and network problem resolution. Administer and provide User account provisioning. Use the Incident Management System to document and manage problems, work requests, resolutions, and circumvent ions.

Respond to telephone calls, email, instant messages, and assigned tickets from users. Assign work orders and incidents to appropriate support teams and follow up until closure. Diagnose problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps. Provide level 1 remote desktop support and perform other activities based on SOPs. Perform user account management activities.

Escalate complex problems to appropriate support specialists. Evaluate, analyze, and setup PC-based software products including word processors, spreadsheets, presentation graphics, database management systems, and electronic mail. Troubleshoot client software and basic network connectivity problems. Identify, evaluate, and prioritize customer problems and complaints. Train users and operators on a limited basis and write training procedures as needed. Participate in on-going training and departmental development.

Perform routine maintenance updates with other IT staff and business units. Provide all required documentation including standards, configurations, and diagrams. Provide knowledge transfer of EUC operations. Nice to Have:
Preferred MCP, MSCE, MSCA, HDI CSS, or Cisco certification. ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred.

Skills:

Strong verbal and written communication skills. Good documentation skills. Good working knowledge of MS OFFICE including MS Project and Visio. Excellent customer handling skills. Ability to handle unforeseen situations. High level of acceptance. Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone. Personal dedication to providing high quality, superior service at all times. Ability to integrate as a cross-functional team player in a fast-paced environment.

Ability to learn new information quickly. Ability to work flexible hours from time to time to cover for other help desk staff. Customer Focus. Teamwork. Technical Expertise. Interpersonal Effectiveness. Concern for Order and Quality. Qualification And

Education:

3-4 years of University education post High school…