Helpdesk Support Technician

Hours:Sunday (2p – 11p); Monday thru Thursday (8a – 5p)

Responsibilities:
•Support a PC/Laptop/Thin-Client environment including installation and basic hardware/software troubleshooting for a user base of over 800+ associates
•Provide Tier I support by serving on the User Support Help Desk; assist with system configuration and diagnostics, hardware and software diagnostics, and processing requests for hardware repair/replacement
•Troubleshoot network and/or computer problems, including software, hardware and communication issues
•Provide excellent customer service to our customers at all times, efficiently and effectively solving issues presented by our customers over the phone or via email or voice mail
•Respond to all customer requests in timely manner, including updating the customer while solving problems and after problems are resolved
•Follow all processes and procedures established for the company and the help desk team
•Configure and troubleshoot Windows XP clients in an Active Directory environment
•Install, configure and troubleshoot MS Office 2003 and other custom and off-the-shelf software packages
•Track and report all calls received
•Configure hardware and software for new user accounts
•Create and maintain user accounts for a variety of applications
•Attain and maintain appropriate certifications as necessary
REQUIREMENTS
Requirements:

•Strong troubleshooting skills with a thorough understanding of Windows XP Professional, Microsoft Active Directory, and Microsoft Office 2003 applications
•Strong organizational skills along with the ability to effectively prioritize multiple tasks
•Demonstrated experience handling high call volumes while supporting users of mission critical applications
•Excellent interpersonal, communication, customer service, and follow-up skills (verbal and written)
•Ability to work independently and within a team environment
•1-2 years of IT help desk and desktop support experience
•Ability to work a flexible work schedule
•Experience with problem tracking software
•Experience with hardware support (PC repair, printer repair, etc.)
•Network troubleshooting down to the cable level
•Associates degree in a relevant technical field or equivalent experience

Optional/Preferred:

•Telecom experience
•Computer cloning/imaging and archiving
•Bachelor’s degree