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- This position is responsible for working at the Agency Help Desk.
- Receives calls for assistance relating to the utilization of computer equipment and software.
- Provides moderately complex Level-I system support, problem analysis and resolutions in support of the Agency’s Local Area Network (LAN), Wide Area Network (WAN), Agency custom applications and stand-alone microcomputers.
- Provides technical assistance in the administration of agency standard Windows operating systems, applications software, hardware, telecommunications and networking environments.
- Installs and configures agency standard software applications.
- Applies and configures hardware and software upgrades to agency microcomputers.
- Logs, tracks and resolves problem calls utilizing the Remedy Help Desk Software Package.
- 2 years of knowledge of microcomputer architecture and design;
- 2 years of experience in delivering excellent Level-I technical support;
- 2 years of experience in problem analysis and utilizing appropriate procedures and techniques to effect problem resolutions
- 2 years of skill in generating detailed and accurate documentation on microcomputer hardware and software problems;
- 2 years of skill in providing quality customer service in a courteous and professional manner;
- 2 years of experience generating detailed and accurate problem call tickets utilizing agency standard call tracking system
- 2 years of experience installing, configure and trouble-shoot agency standard microcomputers and their related peripheral equipment
- 2 years of experience providing phone based support in a call center or help desk environment.