Job Abstract

Required Skills - Desktop Technician, IT Hardware, ITSM Support

Job Duties -\"- Participate in the day-to-day handling of Help Desk duties to maintain agreed service levels.
- Work with Client IT as needed during project coordination and planning.
- Assist with orientation and ongoing training of the IT Help Desk.
- Assist the help desk analysts with documentation within tickets and knowledgebase.
- A strong customer focus is required; this position includes frequent interaction with associates at all levels of the organization.
- Single point of user resolution for all technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.
- Use Remedy incident logging system to maintain incidents and requests through the complete ticket life cycle to agreed service standards and service levels.
- Perform trouble call resolution, diagnosis of complex problems, advanced problem resolution, user support follow-up, and Technician interaction with other IT employees, co-workers, and outside vendors.
- Provision and administer user accounts, distribution groups, and security groups in Active Directory.
- Escalate to operations, solutions, infrastructure engineering, or appropriate resolver team when assistance is needed.\"

Job Requirements -- Required: 2+ years' experience in an IT related support position with in-depth knowledge to resolve software, hardware, and networking issues.

Desired Skills & Experience -\"- Preferred Certifications: CompTIA A+ certified, ITSDI certified, ITIL
- Requires broad understanding and advanced technical acumen.
- Skills consistently updated based on new software development and hardware technologies.
- Proficient with Microsoft Windows OS, Office Suites, Exchange/Outlook, and Active Directory.
- Familiarities with PC support tools and software distribution tools.
- Rotate shifts/work alternative shifts when needed in order to support 24x7 production environment.
- Experience using remote diagnostic tools for problem identification and resolution.
- Utilizes problem solving, customer service skills, strong written, verbal and project management skills.
- Must be self-motivated, strong organizational/interpersonal skills, and ability to prioritize workload.
- Ability to meet specific deadlines and work under pressure.
- Ability to maintain flexible work schedule\"

• Experience level: Experienced
• Minimum 2 years of experience
• Education: High School