Help Desk Technician

Qualifications:

•Excellent Communication, Written and Verbal Skills
•Customer Service skills
•Windows 7 / Windows XP OS experience
•Active Directory Experience
•Knowledge of Network Basics
•Email Client Skills (Microsoft Outlook, OWA, 365)
•Problem Solving Skills
•Knowledge of VPN basics
•Efficient in Task and Time management

Job Description:

The Help Desk role connects business customers and the IT department. As the first point of access for IT queries, this role provides support and incident management for IT systems faults and service requests. Some examples of the daily activities are as follows:

•Troubleshoot issues with internal customers over the phone with an emphasis on customer service.
•Work with much less technical customers to resolve technical IT issues.
•Enter trouble tickets and service requests into a ticket tracking system.
•Resolve software issues on computers from a remote location via remote access software.
•Image desktops and laptops installing additional software per company standard.
•Place request for hardware needed for replenishment of used hardware.
•Receiving and Inventory tracking of new IT hardware and software.
•Ship out replacement hardware to customers to resolve issues.
•Execute a detailed RMA process for all replaced hardware.

Requirements:
Technical Requirements
Phone Skills
"Have the ability to troubleshoot issues with customers over the phone in a professional and friendly manner.
"Must have excellent verbal communications and be easily understood.
"Must be able to explain highly technical information in simple terms with non technical customers to help resolve their issues.
"Have a high level of patience while dealing with others.
"Be able to work an automated phone system.
IT Systems
"Must be able to work from a work log tracking data base
"Must be able to update a use a common knowledge base.
"Must be able to use the web a troubleshooting source.
Telephony
"Have phone skills to install and troubleshoot analog or digital phone lines.
"Be able to install and troubleshoot small key systems.
"Must be able to distinguish phone line issues verse phone equipment issues.
Computers and Peripherals
"Install, configure and troubleshoot various computer software and hardware issues.
"Be able to load and configure software.
"Troubleshoot and repair hardware problems.
"Install and troubleshoot peripheral devices such as printers, modems, corded scanners, monitors, cameras, PDAs and other computer connected equipment.
"Install and troubleshoot video security systems.
Data
"Be able to install and troubleshoot various such as modem lines and circuits; small routers, switches and hubs; multiplexers; other pass through devices.
"Be capable of activating and troubleshooting network ports from network equipment.
Leadership
"Be able to train others on technical knowledge.
"Seek self improvement technically and on professional people skills.

Minimum Requirements
"High school diploma or GED.
"A and C certifications a preferred.
"IT Vendor certifications are a plus but not required.
"Have at least two years experience in the IT field.
"Have at least 1 year experience with phone support.
"Project management experiences a plus.