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Form of workJob Description:
Responsible for coordination of all Desktop-Computing environment hardware support, includes the installation of PC software, printers, various peripherals, desktops while ensuring connectivity to LAN and WAN environment. Answers questions and resolves issues regarding desktop and LAN connectivity. Responds to users’ needs via the Help Desk trouble ticket methodology.
Provides preventive maintenance services and ensures technical documentation such as ticket logs, maintenance logs, troubleshooting tips knowledgebase, are updated on a timely basis. Acts as a key interface between the Network Team and Help Desk coordinating the availability of parts, maintenance programs, and tracking of all paperwork associated with the acquisition of the hardware and software. Monitors, measures, and communicates help desk activity, trends and customer satisfaction.
Assists with ensuring that Help Desk procedures and processes are consistently followed. Provides continuous feedback to IT management related to the appropriateness of the utilization of support and assists with Help Desk process improvement initiatives and the implementation of proposed changes.
Required Skills:
1. Proven diagnostic and troubleshooting skills to direct focus on the source(s) of problems quickly and effectively to solve the problem on the first call.
2. Knowledge of networking, Windows operating systems, routers and telecommunications systems, including verification and recovery procedures.
3. Thorough knowledge of Help Desk support operations.
4. Must be an independent, motivated worker, an innovative self-starter. Must be confident but flexible.
5. Proven ability to communicate effectively both verbally and in writing. Ability to maintain interpersonal equilibrium to operate and communicate effectively while under pressure is essential. Interfaces with internal staff, external service providers, and customers maintaining contact throughout the transaction through resolution and follow up.
6. Translate operational needs into process or system improvements.
7. Ability to quickly learn new (or unfamiliar) technology and apply new concepts.
8. Excellent organizational skills.
Required Experience:
Work Experience
Three years of experience working in PC implementation, requiring knowledge in areas of hardware and software. Experience with Microsoft Operating System environments (Windows, NT) is absolutely required. Experience with networking essentials. Technical proficiency in the areas of computer repair, telephone, or desktop support is required. Technical proficiency in relevant operating systems, applications, and/or languages is also required.
License/Registration/Certification
A+ certification preferred.
Education and Training
High school diploma or equivalent required. Associate degree in technology related field required.
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