||Top Three Skills:1) 3-5 years of Helpdesk Support
2) Experience with troubleshooting Windows 7 and MS Office 2010/2013
3) Experience with Active Directory (adding/deleting user profiles)
4) Ability to troubleshoot basic Citrix issues
Job Description: Primary Responsibilities:
*Provide first line support for any information technology issues and problems.
*Identifies, researches, and resolves technical problems.
*Provide assistance by phone, Bomgar Remote Sessions, in person, and using the ManageEngine ticket system.
*Document all troubleshooting steps within trouble ticket.
*Update the internal knowledgebase with issue resolution details.
*Perform password resets.
*Support desktops, laptops, tablets, smart phones and applications.
*Escalate critical incidents to Helpdesk Support Lead & Help Desk Manager.
*Escalate fully documented problems as required to Tier 2 and support teams.
*Act as a liaison between customers and Tier 2 teams.
*Quickly and accurately determine incident scope and impact.
*Follow up on tickets at pre-defined intervals until resolved.
Required Education and Experience:
*High School diploma or equivalency degree
*3 to 5 years of experience on a Corporate IT Help Desk preferred
*Must be available to work all scheduled hours
*Must be able to work overtime as needed
*Demonstrated experience researching information, problem solving, and making solid business decisions
*Demonstrated experience in analytical, critical thinking, and research techniques
*Demonstrated experience communicating with all levels of management
*Demonstrated experience working in a fast paced and changing environment
*Demonstrated experience producing accurate and detailed work on multiple projects under time pressure
*Demonstrated experience with attention to detail, time management, written and oral communication, multi-tasking, and working in a team atmosphere adhering to tight deadlines
*Demonstrated experience discussing complex business and technology issues with business users and customers
Additional Information: Key Competencies:
*Proficiency in Windows 7 Professional and MS Office 2010/2013 required. The ability to learn additional programs as needed.
*Application/Software installation and configuration
*Knowledge of Hardware troubleshooting concepts
*Knowledge of Network troubleshooting concepts
*Active Directory (add/delete users)
*Able to provide support for various types of smart phones and tablets.
*Able to troubleshoot Citrix issues (ability to end Citrix sessions)
*Ability to quickly research solutions to new and unfamiliar technical problems and provide documentation for the team's knowledge base.
*Excellent organizational and time management skills, especially the ability to manage multiple concurrent tasks.
*Excellent customer service skills.
*Must be available to work all scheduled hours.
*Must be able to work overtime as needed.
*Must be able to lift up to 75lbs while standing and moving.
*Knowledge of ITIL Foundations a plus