Description

Job Description:

 

Responsibilities:

  • Provide a single point of contact to the organization for information technology related
  • Identify, research, and resolve software/technical issues.
  • Respond to telephone calls, email and personnel requests for IT technical support.
  • Analyze and resolve user problems with the aim of eliminating recurrences and reducing calls to the Help Desk.
  • Other duties as requested depending on call volume.
  • Participate in on-call rotation when circumstances require.
  • Be willing and able to respond to after hours and weekend calls.
  • Draft FAQs for common help desk issues on supported software systems.
  • Establish, document and enforce procedures for coordinating with other help desk resources to provide appropriate coverage.

 

Required Skills:

  • Minimum of 5 years’ experience required
  • Superior troubleshooting abilities enabling quick determination/ resolution of software and hardware issues.
  • Ability to use logic/reason to identify alternative solutions and apply most effective resolution methodology.
  • Excellent written and verbal communication skills.
  • Must demonstrate a sense of urgency while acting in a professional, calm manner.
  • Ability to stay abreast of changes and updates in relevant technologies.
  • Experience with Active Directory, Remote VPN Software, Disaster Recovery, and Anti-Virus required.
  • Solid working knowledge and experience in Windows 10, Office 365 Exchange/SharePoint, LAN/WAN.
  • Must be a self-starter and team player who also can work independently
  • Detail oriented and able to thoroughly document and communicate issues.
  • Ability to handle multiple projects in an organized and timely manner.
  • Ability to analyze and resolve problems according to established priorities.
  • Ability to work in a fast paced, changing environment with individuals from diverse areas of specialization.
  • Experience with Microsoft Office applications required.
  • Experience with various help desk software a plus.
  • Experience with imaging desktops.

Education

Any Graduate