Senior IT Help Desk Specialist

Job Description

• Serve as the first point of contact for end users seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Experience in supporting end users on a corporate network; specifically support involving Servers, Windows servers, Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred.
• Determine the best solution based on the issue and details provided by end users
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update end users status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Manage PC setup and deployment for new employees using standard hardware, images and software
• Perform timely workstation hardware and software upgrades as required
• Diagnosing and solving hardware/software faults
• Managing and troubleshooting any end user equipment printers, scanner and VC
• 2nd level of support
• Understand service management and working with the ticking systems