Help Desk

Objective: To provide excellent customer service to a variety of end user support issues

FUNCTIONAL RESPONSIBILITIES:

· Perform Desktop Support Services - identify, research, and resolve technical problems
· Provide a level of service that meets or exceed Service Level Agreement (SLA) requirements
· Set up conference rooms for meetings and troubleshoot video conferencing issues
· Provide support for numerous hardware configurations and platforms including Desktops, Laptops, Printers, Copiers, Video Conferencing Units, and Smart Boards
· Provide Tier 1 support via phone and remote desktop access
· Install, configure and troubleshoot software - MS Office Products, Windows XP, Windows 7
· Troubleshoot and maintain network printers
· Use Remedy to monitor and update incoming/assigned tickets
· Contribute to Service Desk Knowledgebase concerning resolutions
· Image desktops/laptops for Loaner Pool
· Maintain/Update Definitive Hardware Library (DHL)
· Set up user accounts
· Participate in various projects as requested (e.g., DHL clean-up)
· Document/update processes as needed
· Properly escalate and follow through with issues
· Maintain a high level of customer satisfaction
· Participate in team projects that enhance the quality and efficiency of Help Desk Support
· Recommend systems modifications to reduce user problems

REQUIREMENTS:

· Technical Certification - Must have Security+ and either MCDST or MCITP
· College degree (4 years of additional experience can be substituted for a college degree)
· 3 - 6 years of hands-on technical experience
· Excellent customer service skills
· Experience which demonstrates the ability to work independently
· Solid communications skills
· Hands-on experience administering/supporting Windows XP and Windows 7
· U.S. Citizen