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- Responds to Service Desk Incidents, Major Incidents, Security Incidents, Service Requests and Work Requests that fall into his/her queue in a timely fashion.
- Defines new processes or ways of processing Service Desk tasks. May be looked to as the go-to technical lead at the SD.
- Troubleshoots and resolves hardware/software related problems with laptop computers, desktop computers, PDAs, printers, scanners and other PC based peripherals.
- Repair, upgrades, builds, rebuilds and maintains laptops and PCs and other equipment.
- Other duties include maintenance, upgrade, installation and configuration of the equipment outlined above.
- Assists Supervisor, Service Desk in training of other Computer Service Desk Technicians.
- Creates tickets for their work and ensures quality information is recorded in them.
- Works with Network Engineers and/or System Administrators to develop advanced networking and server related skills.
- Configures and installs end user IP Telephony equipment (phones), as appropriate.
- May serve as point for Supervisor or Director on key project initiatives or improvement opportunities.
- College degree (in Computer Science or related field) or equivalent is preferred.
- Technical certifications are a plus.
- Prior Service Desk experience is required.
- 2+ years of experience in Desktop Support (DTS) in a Microsoft networking environment, knowledge of server build, repair, configuration and support.
- Experience in setting up networks, maintaining accounts in Active Directory, and knowledge of security in a network environment is preferred.
- Demonstrated outstanding customer service skills.
- Detail oriented.