Help Desk Technician

Qualifications Required :

• Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications, training, or work experience.
• 5+ years of directly related experience in supporting Tier II and Help Desk operations
• Proficient in the use of BMC Remedy, JIRA Service Desk, PRISM, or ServiceNow "Support IT", contract , and purchasing software
• Familiarization with specific technologies (e.g., Oracle, Sybase, RedHat, Windows, ClearCase, Serena, etc.)is desired
• Proficiency in MS Office products
• Knowledgeable in the use of remote-control utilities to resolve customer issues
• Familiar with a variety of fields' concepts, practices, and procedures
• Experience in providing technical support and troubleshooting network, desktop, and / or system hardware and software
• Excellent communication, business analytical, and problem-solving / troubleshooting skills
• Effective Customer Service and management skills / capabilities, including a demonstrated ability to work cross-functionally (internally) and / or externally
• Strong English language skills (both written and verbal)
• Must have a self-starter mentality with the ability to work independently and as a team member in a collaborative environment
• Ability to efficiently handle stressful situations

Security / Certification Requirements :

Qualifications Desired :

Essential Functions and Responsibilities :