Service Desk Technician (SDT) – Senior

Washington, AR - USA

Hourly Salary: $ 40 - 44

Posted on: 26 days ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

Short Description: Service Desk Technician Senior

Hybrid position - will require on-site reporting to OCIO office

Complete Description:

The Service Desk Technician - Senior provides technical support for customers who experience computer and software issues in the areas of standard Windows desktop applications as well as applications developed by the client and its vendors. This position serves as the first point of contact for troubleshooting hardware and software problems.

Duties & Responsibilities:

Respond to service requests and service incidents reported by client staff via phone email or web portal. Ensure information is accurately entered into the ticketing system and that all assigned tickets are tracked and managed to resolution within defined service level agreements.

Ability to provide tier 1 and tier 2 support for a Windows-based desktop environment including common desktop applications such as Microsoft365 and Adobe as well as managing user accounts and Active Directory.

Ability to provide tier 1 and tier 2 support for iOS-based mobile devices including common mobile-based applications such as email Microsoft365 and authentication applications.

Configure and deploy PCs laptops printers mobile phones tablets and other desktop IT assets.

Interact with network team and application development teams to restore services and/or identify and correct issues.

Simulate or re-create user problems to resolve incidents.

Recommend system modifications to reduce user problems and service incidents.

Required Experience: At least five (5) years of experience in the following:

Providing help desk support for the Windows operating system Windows-based applications and databases and AD account management;

Providing help desk support for iOS devices iOS-based applications and iCloud account management;

Configuring imaging and deploying Windowsbased laptops printers and desktop assets;

Workflow management applications such as ZenDesk ServiceNow Ivanti or BMC Helix.

ITIL v4 Foundation

CompTIA A certification

Preferred Experience: At least five (5) years of experience in the following:

Endpoint protection and management tools such as CiscoAMP Absolute or HP SureClick;

IT asset management and tracking tools such as Oomnitza ServiceNow Ivanti or BMC Helix.

Skills Matrix:

Experience providing help desk support for the Windows operating system Windows-based applications and databases and AD account management. Required 5 Years

Experience providing help desk support for iOS devices iOS-based applications and iCloud account management. Required 5 Years

Experience configuring imaging and deploying Windows based laptops printers and desktop assets. Required 5 Years

Experience with workflow management applications such as ZenDesk ServiceNow Ivanti or BMC Helix. Required 5 Years

ITIL v4 Foundation. Required

CompTIA A. Required

Experience with endpoint protection and management tools such as Cisco AMP Absolute or HP SureClick; Desired

Experience with IT asset management and tracking tools such as Oomnitza ServiceNow Ivanti or BMC Helix. Desired

Flexible work from home options available.

Compensation: $40.00 - $44.00 per hour

About Us

AHU Technologies INC. is an IT consulting and permanent staffing firm that meets and exceeds the evolving IT service needs of leading corporations within the United States. We have been providing IT solutions to customers from different industry sectors helping them control costs and release internal resources to focus on strategic issues.

AHU Technologies INC. was co-founded by visionary young techno-commercial entrepreneurs who remain as our principal consultants. Maintaining working relationships with a cadre of other highly skilled independent consultants we have a growing number of resources available for development projects. We are currently working on Various projects such as media entertainment ERP Solutions data warehousing Web Applications Telecommunications and medical to our clients all over the world.

Required Experience:

Job Description:Short Description: Service Desk Technician SeniorHybrid position - will require on-site reporting to OCIO officeComplete Description:The Service Desk Technician - Senior provides technical support for customers who experience computer and software issues in the areas of standard Win...