Help Desk Support

JOB DESCRIPTION

- The purpose of this position is to provide on-site IT technical support to employees and contractors.

DUTIES

- Respond to end user trouble tickets submitted via IT's helpdesk system. Update the system with actions taken and final

resolution.
- Troubleshoot and resolve end user device (eg PC, Mac, tablets, printers) hardware and software issues.
- Configure new/refurbished equipment for employees and contractors: load the operating system and standard apps, add

to the domain, test for proper functioning, transfer user files, etc. - Add/maintain user device information in the CMDB (Configuration management data base)
- Add/delete users and devices to the appropriate Active Directory OU and SCCM tool
- Recover hardware from departing employees; re-image and redeploy
- Assist users with office/cubicle relocations; connect equipment to the office network
- Provide assistance with network issues; escalate to network team when necessary
- Assist users with telephone, printing, audio visual, and video conferencing problems or questions
- Assist the IT site lead with management of the server room, Servers, and network equipment.

SKILLS:

QUALIFICATIONS

- Minimum of Associates degree in computer science, engineering, MIS, or a related field of study or equivalent experience
- 4 years experience providing technical support preferably in a mid or large sized office
- Strong troubleshooting skills
- Excellent customer service skills
- English language proficiency - both oral and written
- Detailed technical knowledge of Microsoft Windows 7, Microsoft Office, Outlook, familiarity with server operating systems

familiarity with PC support tools and techniques such as hardware and software based imaging, anti-virus software, virus
and malware remediation, remote support tools (eg WebEx, Skype/Lync) - Basic knowledge of telephony, VOIP, LANs, WLANs, VPNs, structured cabling systems