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  • ID
    #6053281
  • Job type
    Contract
  • Salary
    $20 - $23
  • Source
    Prosum
  • Date
    2020-11-23
  • Deadline
    2021-01-22

Help Desk Support

Tennessee, Knoxville, 37901 Knoxville USA
 
Contract

Vacancy expired!

Essential Job Duties/Responsibilities:
  • Keep abreast of technology and industry best practices
  • Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
  • Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with in-house software packages.
  • Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
    • Records required customer and problem information in the Help Desk Ticketing System. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
    • Resolves Level 1 work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
    • Setup and remove Desktops, Laptops, and Wyse terminals as needed.
    • Enter all Desktop, Laptop, and Wyse terminals into asset management program.
    • Works on Help Desk related projects and takes calls from the Help Desk Queue as assigned by supervisor.
    • Works on facility related projects as assigned by the Facility Manager

Qualifications:
  • 1-3 years of direct experience is required
  • 1-3 years of experience working with Help Desk ticketing systems and escalation of higher level problems is required
  • 1-3 years of desktop hardware experience is required
  • 1-3 years of experience working with DNS, DHCP, Group Policy, and TCP/IP is required
  • 1-3 years of experience working in fast pace environment is required
  • 1-3 years of experience learning and supporting new and fast-changing technologies is required
  • 1-3 years of experience with system integration, desktop technologies, and setting up cell phones is required
  • 1-3 years of experience with imaging desktops and laptops using MDT or SCCM is required
  • Excellent written and verbal communication is required
  • Good work habits under pressure is required
  • 1-3 years of Call Center experience is desired
  • 1-3 years of experience with setting up users in Active Directory is desired
  • 1-3 years of experience with facility related projects and incident resolution is desired
  • Must have a good command of the English language in order to provide effective phone, desk-side, and email support. Proficiency in Spanish is a plus
  • Must be able to lift up to 50 pounds

Experience/Education:
  • Associate’s Degree (A.A or A.A.T) is desired
  • A+, Network +, Security + is desired

Physical Demands/Work Environment:
  • Representative of those that must be met by an employee to successfully perform the essential function of the job. Must be able to operate a PC, other relevant office tools/equipment, sit for extended periods, and/or occasionally stand for extended periods, lead training classes and travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Vacancy expired!

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