Helpdesk Technician

Dalton, GA | Contract

Post Date: 09/13/2017 Job ID: 47037 Industry: Help Desk

Responsibilities:
  • Analyze incoming calls to determine appropriate resolution procedure.
  • Responsible for recording all pertinent information related to a request or incident and responsible for escalation based on priority and resolution type.
  • Perform problem resolution based on service desk tools e.g., knowledgebase, servicenow, other.
  • Provide initial troubleshooting support for  legacy applications.
  • Responsible self-training skills assessment based on individual scorecard.
  • Provide good verbal and written communication skills

Knowledge, Skills and Abilities:
1.    Minimum of an Associate’ s Degree and 1 years of professional technical experience within the distributed client environment or 2 years of related experience.
2.    The associate must maintain a high level of professionalism.
3.    Work with the public and vendors in a professional manner.
4.    Knowledge of best practices in departmental field.
5.    Use good troubleshooting skills to resolve complex issues
6.    Skills:
a.    Prioritizing tasks
b.    Decision making ability
c.    Writing - Technical, Status Reports, Management Reports
d.    Judgment in sharing sensitive information
7.    Knowledge of the following areas:
-  PC - Desktop
-   PC - Laptop
- iPad
-  Printers
- Monitors
- Handheld Devices
- Support Tools
- Operating Systems including MAC/Apple
- Cellular Wireless
- Wireless
- PC – Software
- Servers
- Phones
- Phone systems
- Networking devices (routers, switches etc.)
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