Arthur Grand Technologies is currently seeking a highly motivated and Skilled ID Infrastructure Support for one of our clients Position: ID Infrastructure Support
Location: Knoxville, TN (Onsite)
Long Term Contract
Job Duties:- Provides first-level troubleshooting of hardware, software and operating system problems,- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.- Responds to telephone calls, email, and problem tickets for personnel requests for technical support.- Tracks and monitors the problem to ensure a timely resolution where required.- Resolves PC software configuration problems and remotely installs software products and/or approved patches.- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.- Diagnoses, isolates, and analyzes problems utilizing historical database records.- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.- Escalates unresolved issues to the successive level of support. Basic Qualifications:Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree- 1 or more years of experience in troubleshooting applications or network related issues- 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now- 1 or more years of experience providing customer service Additional Qualifications:- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.- Hands-on experience with Microsoft Windows operating systems- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware- Excellent and demonstrated communication and customer support skills- Understanding of client-server and networking principles- Ability to obtain MCDST or equivalent within 12 months- Knowledge of ITIL/ITSM concepts   Thanks,Afrah FaizaArthur Grand Technologies IncArthur Grand Technologies is an Equal Opportunity Employer (including disability/vets)