Job details
Job type full-time
Not provided by employer
Full job description
Duties &
Responsibilities
Answer calls to the help desk line and effectively log these calls into the incident management software to ensure that all vital information is captured.
Provide first-level support in person, by phone, or by using remote support tools for all calls as neededAttempt to resolve all incidents on the first call if possible and document resolutions into the incident management software.
Remotely troubleshoot issues related to desktops, laptops, peripherals, software, and business applications.
Walk users through accomplishing common technical tasks
Route calls and incidents to other support personnel as needed to address user requests and resolve problem issues.
Follow up on calls and incidents that are assigned to other support personnel to ensure timely and appropriate resolution
Involve third-party support personnel as needed to resolve problem issues.
Notify the user community when production outages occur.
Process and send it reports
Perform installations and updates for it hardware and software systems.
Provide day-to-day support to improve workflow.
Assist in the troubleshooting of network, network firewalls, and network servers.
Upgrade and maintain computer anti-virus on the network to ensure data security and protection.
Troubleshoot and resolve computer and other it equipment problems and malfunctions.
Identify and resolve technical issues to reduce downtime.
Monitor it systems for proper operation and working conditions
Ensure all it systems are working efficiently and optimally.
Perform other tasks as assigned.
Requirements &
Qualifications
Strong customer service, organization, and technical skills
Excellent written and oral communication skills in english and spanish
Technical helpdesk or technical call center experience is necessary
Disciplined, systematic problem-solving skills required.
Hands-on work experience with the following:
Operating system experience; with windows registry/configuration; virtualizing apps
User account creation for active directory & distribution lists
Remote desktop connectivity applications
Office 365 apps experience
Vpn and remote dial-in users
Support for laptops, desktops, pads, and printers
Mobile support (ios + android)
Experience in current internet network hardware and software technologies
Networking: tcp/ip; ipsec, dhcp, dns.
Able to understand the business’s objectives
Ability to handle a fast-paced environment with great attention to detail
Quick learner
Hiring insights
Job activity
Posted 10 days ago
