HELPDESK L1

This is a remote position.

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  Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for customer s end users
  

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  Route problems to internal 2^nd and 3^rd level IT support staff.
  

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  Coordinate and manage relationships with vendors and support staff that provide hardware/software network problem resolution.
  

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  Administer and provide User account provisioning.
  

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  Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circcircumventions
  

• . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders/incidents appropriate
  

• Support teams and follow up until closure.
  

• . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
  

• . Perform user account management activities
  

• Escalate complex problems to appropriate support specialists
  

• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
  

• presentation graphics, database management systems, electronic mail, and communications)
  

• . Troubleshoot client software and basic network connectivity problems
  

• . Identify, evaluate and prioritize customer problems and complaints
  

• . May train users and operators on a limited basis and/or may write training procedures
  

• . Participate in on-going training and departmental development
  

• . Routine maintenance updates with other IT staff and business units
  

• . Provide all required documentation including standards, configurations and diagrams
  

• . Provide knowledge transfer of EUC operations
  
  

Requirements

Technical Requirements

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Phone support experience necessary.

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Technical helpdesk or technical call center experience is necessary.

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Disciplined, systematic problem solving skills required.

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Hands-on work experience with the following:

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Windows Operating systems

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Clients: Windows7, Windows Vista, Windows XP, Windows 2000

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Servers: Windows 2000, Windows 2003, Windows 2008,

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Knowledge of Active Directory, Exchange 2003/2007

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ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center

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User account creation for Active Directory, Exchange Mailboxes, Distribution lists

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Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

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MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

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Internet browsers (e.g. Explorer, Chrome, Firefox),

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VPN and remote dial-in users

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Support for laptop, desktops, and printers

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PDA and blackberry support

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Others: Adobe Acrobat and other common desktop applications like Winzip, etc