Help Desk Support TechnicianInstantServe LLC • Baltimore, MD, United States

Help Desk Support Technician

InstantServe LLC • Baltimore, MD, United States

2 days ago

Job type

Full-time

Job description

Title : Help Desk Support Technician

Location : Baltimor, MD

JOB DESCRIPTION :

Communicates with all levels of customers
Installs and configures applications and other supported software packages
Performs basic troubleshooting and triage of computers via remote computer access and phone
Resolves routine issues and problems related to hardware and software
Creates tickets for all problems called into the Technology Helpdesk
Quickly escalates issues and problems that are not resolvable as necessary
Assists clients with resolving device-related issues via telephone support
Helps determine technical needs of supported systems
Participates as a team member on projects
Records activities in the service desk software system
Updates / Creates internally supported system documentation
Communicate technical issues, risks, and approaches to clients
Performs other duties as assigned

Required Skills :

Possession of a high school diploma or an appropriate equivalent, plus one year of experience in an inbound call center environment

Two years installing, configuring, maintaining, and trouble-shooting personal computers and related equipment, operating systems, and software applications,

preferably in a large, multi-site agency.

Experience with remote troubleshooting preferred

Possession of a valid class C Maryland driver's license or an equivalent is required

Desired Skills :

Possession of A+ (Remote Technician) and Network+ certification is preferred

Knowledge of computer operations and support

Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment

Skill in installing, configuring, maintaining, and trouble-shooting operating systems, software applications, and cabling components

Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities

Skill in establishing and maintaining effective working relationships

Skill in effectively prioritizing assignments and tasks

Skill in communicating clearly and effectively

Ability to provide consistent quality customer service

Ability to deescalate customers

Ability to maintain confidential information

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Help Desk Technician • Baltimore, MD, United States

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