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Help Desk Analyst

Responsibilities:

  • Provide first-tier, technical support & problem-solving management to end-users on issues of computer operations, including installations, setup, error messages, and application use.
  • Applicant must have the ability to identify research and resolve technical problems in a Windows 7/Windows 10 environment.
  • He / She would need to have superior customer service skills, the ability to document and track requests for assistance and escalate unresolved issues to higher-level support in accordance with established policies and procedures.

Required Skills:

  • High School Diploma or Associates Degree or Bachelor’s Degree
  • Basic experience with Windows
  • Hands-on experience with MS Office 2010 Applications, Internet Explorer and Outlook
  • Basic experience with Dell & HP laptops and desktop computers
  • Ability to learn and work within Active Directory user, group, and computer accounts
  • Ability to learn basic troubleshooting and support of PC hardware and peripherals, such as printers
  • Knowledge of security applications including antivirus software a plus
  • Knowledge of Blackberry, Android, and iPhone a plus.

Experience Required:

  • Customer Service experience
  • Microsoft Office suite Active Directory
  • Remedy ticketing software and Remote troubleshooting
  • Basic understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration.

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