Help Desk II

Job description:

• Provide firsttier basic technical support to end users on issues of basic computer operations including password reset ticket escalation basic troubleshooting and error messages.
• Provide firsttier technical support to end users on issues of basic computer operations including password reset ticket escalation basic troubleshooting and error messages.
• Candidate must have the ability to identify research and resolve basic technical problems in a Windows environment.
• Candidate would need to have acceptable customer service skills ability to document and track request via Service Now for assistance and escalate unresolved issues to higher level of support in accordance with policies and procedures.

Skills Required:

• Basic experience with Windows Handson experience with MS Office Applications Edge 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
• ServiceNow M365

Experience Required:

• Customer Service experience Microsoft Office suite Active Directory ServiceNow ticketing software remote troubleshooting
• Basic understanding of networking technologies and protocols such as IP addressing DNS DHCP and VPN client configuration
• Basic knowledge of the Windows 7 and 10 operating system and ticketing systems.

Education Required:

High School Diploma associate degree bachelors degree Some completed college course work technical degree such as MCP/MCDST Certification and/or Comp TIA A Certification a plus Requirement Soft Skills Able to read quickly comprehend act and be able to be agile.

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