Jr. Help Desk Technician

Summary

The Jr. Help Desk Technician will provide expert advice and support services in IT business technologies.

Responsibilities
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Build rapport and elicit problem details from help desk customers.
  • Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology; communicates solutions to end-users.
  • Document, track and monitor problems to ensure timely resolution.
  • Promote a very high level of customer satisfaction through proper telephone techniques and respond with an elevated level of urgency to user problems.
  • Correct application issues, solve network and security problems and identify common PC software and hardware problems.
  • Provide hardware support for end-user equipment, such as installing replacement hardware or upgrading hardware.
  • Assign user-name, password, and access right permissions for multiple proprietary applications, as well as client software.
  • Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.
  • Support Software/Hardware on equipment such as Scanners, Copiers, Printers, Monitors, and other peripherals.
  • Other duties as assigned

Qualifications
  • High school diploma/GED required
  • 3+ years of relevant experience required
  • CompTIA Security+ or government-approved equivalent certification in addition to Microsoft Certified IT Professional (MCITP) on Windows 7 is required
  • A combination of additional experience, education, and training may be used in lieu of formal education and/or certifications
  • Background check required

Similar searches: Full Time, Administrative, Government and Public Services