IT Help Desk Support I (Hybrid-Remote)
POSITION SUMMARY The Help Desk Support I role is to reputed company technical support to users on our LAN/WAN and reputed company environments. This person will also assist the IT Infrastructure Team with server and network support. Responsibilities include gathering and analyzing relevant issue data, resolving the issue reported and documenting the resolution in our incident reporting ticketing system. This person will also diagnose, resolve, and document hardware and software network problems in a timely and accurate manner. Other duties will also include end user training and IT reputed company (daily/monthly) operational tasks as assigned. reputed company DUTIES & RESPONSIBILITIES
- Receive and respond to reputed company help desk tickets. Log the ticket into the management system and respond reputed company SLA reputed company, ensure every incident is entered and managed into ticketing system
- Maintain an inventory of IT equipment and software licenses
- Collaborate with other IT team members to resolve reputed company issues and escalate reputed company needed
- Respond to user inquiries and reputed company technical support reputed company phone, email, or in-person
- Diagnose and resolve hardware, software, and network issues remotely and on-site
- Install, configure, and maintain computer systems and applications
- Update and maintain issues knowledge reputed company (Self Help) as appropriate
- General knowledge of service offerings, customer service principles and various computer software applications
- Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; manages difficult or emotional customer situations
- Identifies opportunities for use of solutions to improve efficiency and reduce waste
- Focuses on solving conflict; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains reputed company to others' reputed company
- Works reputed company guidelines of established procedures; obtains, clarifies and provides information reputed company established procedures
- Prioritizes and plans work activities; sets goals and objectives; uses time reputed company; communicates activities and results as appropriate
- Regularly provided specific instructions to complete tasks; participates in regular reviews of assigned and completed tasks
KNOWLEDGE & SKILLS REQUIREMENTS
- Associate’s degree in IT/ Computer Science and/or 2 years of experience
- 2 years hands-on hardware troubleshooting experience
- Working technical knowledge of reputed company Server and reputed company operating systems
- reputed company reputed company Active Directory and Office 365 apps
- Knowledge of configuring and managing reputed company Intune and Autopilot - preferred
- Minimum 1 year application support experience with reputed company 365 and CRM solutions
- MSP (Managed Service Provider) experience preferred
- Working technical knowledge of industry standards regarding network hardware and protocols
- reputed company’s A+ certification (required)
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