Senior Help Desk Technician

Summary

We are seeking a talented individual for a Senior Help Desk Technician, who is responsible for handling first level support of service requests or incidents in a professional and timely manner. This relates to all technology, to include workstations, servers, printers, networks, phones, Gainwell applications and vendor specific hardware and software for employees, clients, providers and contractors.

Your role in our mission

Essential Job Functions
• IT Support relating to technical issues involving all business applications and operating systems. (e.g. PCs, laptops, servers, WIN and MacOS) within negotiated Service Level Objective (SLOs). Respond quickly and effectively to requests received through the ticketing system.
• Logs all incidents reported via telephone, email, voice mail or any other supported process\method.
• Attempts to troubleshoot and resolve all incidents reported to the Service Desk.
• Distributes and dispatches incidents to the appropriate support groups as needed.
• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
• Conducts first level support using documented procedures and available system tools.
• Coordinates and tracks all system level production down resolution as necessary per documented procedures.
• Administers ID’s, passwords and security rights for all internally developed web-based systems.
• Provides support for remote users.
• VoIP phone system troubleshooting and support.
• Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix.
• Review remote monitoring and management system alerts.
• Documents processes and procedures as required.

What we're looking for

Basic Qualifications
• More than 2 years of Desktop/Helpdesk support experience.
• At least 2 years of experience on hardware issues including PC’s, laptops, printers, and mobile devices.
• More than 1 year experience in setting up and installing Windows XP, Windows 7 and Microsoft Office applications.
• 1 yr experience troubleshooting VPN issues
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications
• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

What you should expect in this role
• Answer help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Work Environment
• Office environment
• Evening shift work (7 PM to 4 AM