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Form of workJob Description
The Help Desk and Field Service Support Representative will split time at the main office and out in the field conducting installations and providing front line service and support. This individual will be involved with basic service ticket response, onsite support, and project work for clients.
Responsibilities:
- Service calls for current customer base - server, workstation, switch, router, end-user and other basic troubleshooting, while effectively communicating issues and alternative solutions. Takes initiative to achieve valued-added results and improve upon solutions offered.
- Assist with Project Work for New or Current Customers - install, modify, and repair computer hardware and software, router/switch networking, installing agents and antivirus, patch and update management.
- Customer Service - the ability to interface with end-users, listen to concerns/problems and see them through to resolution, while developing / fostering collaborative working relationships with the customer.
- Time Management - identify / implement solutions to broad, complex, and critical customer enhancement challenges in a fast paced environment; while using a high degree of insight, research, analytical skills, to develop new or enhanced methods and techniques to resolve problem through multiple project deployment daily.
Experience & Required Skills:
- Provide a timely, polite, efficient service and a positive Company image.
- Able to prioritize in order to meet goals and deadlines.
- Highly experienced working both alone and as a team member.
- Experience implementing and supporting wide ranging technologies.
Education & Certification:
- Minimum: Associates or Technical Degree or equivalent experience (5+ years or more) Preferred.
- CompTIA A+, Network+, Security+ required to varying degrees.
- CCNA (Cisco) Routing and Switching (recommended).
Physical Requirements:
- Lifting and / or exerting of force up to 50 pounds occasionally and 10 pounds of lifting /force frequently.
Special Requirements:
- Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility, will be subject to a drug test, and will occasionally drive a company vehicle to client sites.
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.
Preferred Experience:
- 5 years: IT Help Desk experience.
Licenses & Certifications:
Required:
- Security+
- Network+
- CompTIA A+
Preferred:
- Cisco CCNA
