Position Summary:
The Help DeskLevel II technician’s role is to provide technical software, hardware and network problem resolution to all computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist network/system technicians; troubleshoot network/system issues; pass more complex end-user problems on to network/system technicians; conduct hardware and software inventory database maintenance and reporting; and perform related work as required.
Responsibilities:
- Work with associates to understand technology requirements and identify effective/expedient solutions.
- Provide excellent customer service to users.
- Identify, diagnose and resolve level one problems with hardware, software, network, the internet and new computer technology in a call center environment; communicates solutions to end-users.
- Delivers, sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals.
- Diagnoses and resolves end-user network or local device problems, PC hardware, e-mail, internet, VPN and local-area network access problems.
- Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
- Utilize the Help Desk system to record work on each support call.
- Comply with all written and stated company ethics and safety policies and procedures.
- Report all unsafe and unethical violations to immediate supervisor, or Human Resources.
- Back up and support other department team members as necessary.
LocationRemington Hotels LLC-RHC
Location Description
Requirements
Requirements:
- Comply with all written and stated company ethics and safety policies and procedures.
- Report all unsafe and unethical violations to immediate supervisor, or Human Resources.
- Back up and support other department team members as necessary.
- Three years providing end-user phone support, installing, upgrading, troubleshooting and repairing computer equipment in a network environment.
- Certifications:
- CompTIA A+ or equivalent
- Strong customer service orientation. (More important than technical prowess)
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Adept at reading, writing, and interpreting technical documentation and procedure manuals.
- Ability to conduct research into hardware and software issues and products as required.
- Ability to present ideas and solutions in user-friendly language.
- Highly self-motivated and a self-starter.
- Keen attention to detail.
- Skilled at working within a team-oriented, collaborative environment.
- Strong interpersonal and oral communication skills.
- Ability to communicate with immediate supervisor and other team members in order to receive/direct all work instructions and express any questions or concerns as required.
Working Conditions:
- Well-lighted, indoor, air-conditioned setting with comfortable conditions.
- Manual dexterity and good eye to hand coordination sufficient to reach and handle components.
- Lifting requirements are generally less than 10 pounds with occasional lifting of boxes, cartons or totes up to 40 pounds each.
- Physical demands of this job classification are generally light performed from a standing position for significant periods of time.
StatusFull-time