Mid-Level Help Desk Technician

Summary

The Mid- Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Responsibilities
  • 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.
  • Communicate solutions to end-users.
  • Prioritize and schedule problem resolutions.
  • Escalate problems when required, to the appropriate next level.
  • Use ticketing system to record, track, and document the Help Desk request.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform remote fixes at the desktop level, including installing and upgrading software.
  • Perform preventative maintenance, including checking and cleaning of workstations, PC's, laptops, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-up to help requests.
  • Provide one-on-one end-user problem resolution for approved software.
  • Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.
  • Create and configure user ERP, e-mail, Active Directory, etc. profiles and accounts.
  • Help install local area network cabling systems and equipment such as network interface cards, hubs, and switches.
  • Other duties as assigned

Qualifications
  • High school diploma/GED and 2+ years of relevant experience
  • Experience using Windows Deployment Services for client imaging
  • Operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or government approved equivalent
  • A combination of additional experience, education, and training may be used in lieu of certification
  • CompTIA Security + certified or government approved equivalent
  • Current, valid US driver's license
  • Background check required

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