Service Desk Technician

MW Partners is currently seeking a Service Desk Technician to work for our client who is a global leader in the aerospace defense and security markets.

Responsibilities and duties:

• Provide outstanding customer service.
• Has a strong desire to learn.
• Be logged into Call Center and ready to take incoming calls during standard business hours.
• Be in the on call rotation for after hour support
• Closely monitor ticket queue for incoming tickets and route to proper teams if not able to resolve.
• Document all enduser requests and interactions in ticketing system completing all steps as defined.
• Provide technical account management for customers resolving issues and escalating when appropriate.
• Provide fast response and maintain a high level of professionalism at all times.
• Diagnose troubleshoot and resolve requests utilizing RDP BigFix Remote Control VPN Software etc.
• Troubleshoot all inquiries regarding systems hardware software and operator problems.
• Route or escalate requests to appropriate functional teams beyond Service Desk Team.
• Instruct users as well as troubleshoot basic and advanced software/hardware issues with internal and external customers via phone email chat and remote control/assist software
• Ability to setup support and trouble shoot VTC (Video Teleconference) and VOL (Video Online)
• Provide fast response and maintain a high level of professionalism at all times
• Provides reports to management
• Build and maintain knowledge base and document procedures
• Document and manage Product Development issues to resolution
• Lead/assist with training and quality improvement programs
• Collaborate with Engineering and all other supportive roles within the campus. May also require interaction with external vendors and /or customers.
• High level of integrity with a strong work ethic

Requirements:

• Associates Degree in Information Technology
• Formal Windows classroom training and certifications Microsoft technologies
• High level of integrity with strong work ethic
• PC hardware troubleshooting skills required
• Knowledge of DNS FTP SMTP TCP/IP LDAP required
• Proficient with Windows Win10 operating systems and Microsoft Office required
• Ability to react to highpriority requirements with little or no notice providing clear documentation and followthrough
• Ability to balance priorities and work alone or a team equally well
• Ability to work under minimal supervision
• Good organization and project management skills with attention to details
• Ability to document solutions and train other staff
• Good verbal and written communication skills
• Excellent priority management skills
• Experience with PC hardware troubleshooting and repair skills required
• Ability to travel to office and data center locations for onsite support as needed
• Basic understanding of IT enterprise infrastructure such as networks systems telephony and storage and the interrelationships between the components
• Working knowledge of Linux network fundamentals and requires a minimum of 5 years of service desk operations with proven experience in Windows technologies.
• The ability to perform Windows network administration tasks is critical to the position and a broad knowledge and understanding of the entire Windows work environment is required
• Ability to read analyze and interpret general business periodicals professional journals technical procedures or governmental regulations
• Ability to write reports business correspondence and procedure manuals
• Ability to effectively present information and respond to questions from groups of managers clients customers and the general public
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written oral diagram or schedule form

For a confidential discussion or to find out more contact Rhea Ann on (601)or apply now.