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Job Description
Position Description This position acts as first level technical support in responding to incoming calls at the Help Desk. Troubleshoot, diagnose, investigate, and resolves technology problems through discussions with end-users, monitoring servers and network traffic. Operates and monitors servers and peripheral equipment located in the NOC. Responsible for recognizing, researching, isolating and resolving information systems problems. Typically able to resolve less complex problems immediately on the first call, more complex problems are referred to senior level Help Desk Technical Support staff and/or other qualified Technical Support personnel as appropriate. • Responds to end-user calls regarding PC software, hardware, and server application problems. • Generates Work Orders through the LANDesk Service Desk call tracking system. • Operates and monitors all computer systems, networks and peripherals in the NOC. • Assists in coordinating the resolution of application/software systems problems impacting production. • Resets network and/or application passwords. • Utilizes LANDesk Management suite to remotely manage desktop and/or laptop systems. • Utilizes LANDesk Management Suite Remote Control to remotely manage desktop and/or laptop systems to assist customers. • Maintains contact with users on operational and production problems. • Assists Senior/Lead level Help Desk Coordinator and/or Technical Support personnel, as requested. • Assists in resolving technical computer operations equipment problems. • Logs documents and maintains history records on Information Technology production problems. • Be present at work site to perform assigned tasks at the times and dates scheduled and assigned by the supervisor. Skills Required Knowledge at the intermediate level of hardware such as: motherboards, CPU's, DVD\\CD-RW's, printers, etc. • Must be proficient using Microsoft Office 365, Windows 10. • Knowledge at the intermediate level of customer service experience in a Technical Help Desk or Data Center/NOC environment. • Knowledge at the intermediate level of overall computer operations procedures, operating systems and platforms required. • Knowledge at the intermediate level of current techniques and capabilities of personal computers, local area networks and wide area networks. • Must have good customer service skills. • Must have excellent written and verbal communication skills. Skills Preferred Windows PC Support Experience in a Help Desk Environment Entry level candidates are welcome and have great customer service Experience Required Experience 6 months, client is looking for entry level with customer service experience. Need more entry level candidates who are trainable and have great customer service Experience Preferred Windows PC Support Experience in a Help Desk Environment Entry level candidates are welcome and have great customer service Education Required High School Diploma or GED Certificate required. #LI-FRESH