Summary

The Mid- Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner.

Responsibilities

• Build rapport and elicit problem details from help desk customers.

• Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.

• Communicate solutions to end-users.

• Prioritize and schedule problem resolutions.

• Escalate problems when required, to the appropriate next level.

• Use ticketing system to record, track, and document the Help Desk request.

• Apply diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform remote fixes at the desktop level, including installing and upgrading software.

• Perform preventative maintenance, including checking and cleaning of workstations, PC’s, laptops, printers, and peripherals.

• Test fixes to ensure problem has been adequately resolved.

• Perform post-resolution follow-up to help requests.

• Provide one-on-one end-user problem resolution for approved software.

• Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.

• Create and configure user ERP, e-mail, Active Directory, etc. profiles and accounts.

• Help install local area network cabling systems and equipment such as network interface cards, hubs, and switches.

• Other duties as assigned

Qualifications

• High school diploma/GED and 2+ years of relevant experience

• Experience using Windows Deployment Services for client imaging

• Operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or government approved equivalent

• A combination of additional experience, education, and training may be used in lieu of certification

• CompTIA Security + certified or government approved equivalent

• Current, valid US driver’s license

• Background check required

• #Chenega Systems, LLC