End User Technical Support

Overview

Under general supervision provides first line technical assistance to users regarding in identifying troubleshooting and resolving problems via telephone remote desktop or on-site support. Install configured network equipment; provides technical expertise to users regarding optimal set-up for software hardware and network use; install configure monitor and troubleshoot a wide range of network and data communications software and hardware; train users in various software applications and network-related procedures as needed. Responsible for all system backups to tape to include logs and audit documentation. Assists as required to resolve level one calls from other less senior Help Desk team members.

Principal Duties & Responsibilities :

• Provides first line user support by responding to help desk tickets incoming calls and / or e- mails request.
• Provides effective incident and problem resolution using highly automated tools and knowledge base systems and maintain documentation of support activities and escalations and provides status updates to users regarding problem tickets initiating appropriate escalation as necessary.
• Installs troubleshoots and repairs desktops laptops other peripheral devices unified communications and other software.
• Enters and tracks accurately user information problem descriptions and call details into the Help Desk Ticketing System. Provides trending analysis to Help Desk team lead to resolve ongoing users support issues.
• Researches issues and questions utilizing available resources and documentation. Resources include but are not limited to : on line documentation escalation of complex issues to more experienced technicians.
• Assists in conducting research to obtain information for department on any technology issues or information required for presentations project planning etc.
• Assists in maintaining help desk standards regarding productivity and quality including but not limited to : percentage of time on phones incident accuracy and percentage of calls presented / taken / resolved.
• Updates hardware / software inventory system and network using online tools as required.
• Provides audit information and support as required.

Qualifications

Education

Special Instructions to Candidates

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1