IT Helpdesk

Do you have EXCELLENT customer service skills, and are great with people?

Are you an IT professional ready for a new career opportunity?

Are you a dependable self-starter who is really good at managing and prioritizing your day & tasks?

Are you looking for a tight-knit team and coworkers that put teamwork & integrity first?

Would you love to join a stable and growing company?

Description:

Job Responsibilities:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of error.
• Determines whether problems are caused by hardware such as modem, printer, cables, or telephone.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
• Logs and tracks calls using a trouble ticketing system, and maintains history records and related problem documentation.
• Prepares standard statistical reports, such as help desk incident reports.
• Analyzes and evaluates incident reports and makes recommendations to reduce helpline incident rate.
• Consults with programmers to explain software errors or to recommend changes to programs.
• Calls software and hardware vendors to request service regarding defective products.
• Tests software and hardware to evaluate ease of use and whether products will aid users in performing work.
• Writes software and hardware evaluation and recommendation for management review.
• Develops training materials such as exercises and visual displays.
• Trains users on software and hardware on-site or in the classroom, or recommends outside contractors to provide training.
• Installs personal computers, software, and peripheral equipment.
• Creates user accounts for Onboarding new users.
• Sets up workstations and peripherals for new and existing users.

Responsibilities/skills:

• Experience with LAN, WAN, VPN, connectivity, routers, switches, firewalls and security administration
• Experience with application transport and network infrastructure protocols
• Proficiency in Microsoft Office software products
• Ability to communicate effectively both verbally and in writing with internal and external customers including communicating technical information to a non-technical audience in a clear and coherent manner
• Ability to work accurately and efficiently with multiple priorities and changing deadlines
• Ability to work independently and willing to assist others when needed

Qualifications:

• Associate’s Degree in IT computer science or a related field of study or Bachelor’s degree in a related field of study
• 2+ years of related work experience
• Exposure to the basics of computer programming and an interest in working on projects
• Knowledge of Windows environment