18 Apr
Tier 1 Help Desk Specialist
Vacancy expired!
- Provide on-site and remote technical service support, installation, configuration and problem resolution on Windows/ Apple / MAC / Mobility and Network environments, including computer peripherals (Printers, Plotter etc).
- Assist with documenting Standard Operating Procedures (SOPs) for performing repeatable tasks, and User Guides that walk customers through the steps of using and configuring various technologies – example: a document on how to take a screenshot.
- Provisions and manages multiple systems through executing processes for imaging, repair, and configuration.
- Contributes to process improvement efforts.
- Provides technical support to customers on operational or maintenance aspects of system equipment and serves as customer contact on technical and service-related problems, keeping the customer informed of status during the resolution process.
- Accurately document and report problems using ticket management system by categorizing, prioritizing, and keeping incident status up to date.
- Perform meeting, webinar, and video teleconference setups.
- Provide as-needed support for other technical projects, including project task management.
- Build strong relationships within IT and programs by working across organizational boundaries to resolve customer incidents and requests.
- Create a positive customer support experience by ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
- Assist with identifying trends in issue reporting and developing preventative solutions.
- Maintain awareness and adherence of security measures, policies, methods, and procedures that safeguard the integrity of and access to enterprise systems, files, and firm data.
- Promote a culture that promotes information security as an integral part of IT architecture and business processes.
- Experience with Windows 10 migration.
- Coordinate timely repair of hardware with outside vendors.
- Other duties and responsibilities as may be assigned by the client task manager and/or program manager.
- 2+ years of help desk support experience.
- Maintain an intermediate understanding of user environments including IT hardware repair and OS management (Windows 7/10, SCCM, Ivanti, Dell, etc.)
- Assist with developing, implementing, and executing procedures for migrating customer workstations from Windows 7 to Windows 10 operating system.
- Experience with Windows 10 Migration (Windows 9).
- Ability to successfully pass and obtain a Public Trust Clearance is a requirement for the position.
- Microsoft Professional Certification preferred.
- Bachelor’s Degree preferred, but not required.
Vacancy expired!