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Reference Number:
USA_2940
Job Description:
Help Desk 1
Helps customers who are having basic operation problems and system malfunctions. . Answer questions regarding system procedures, on-line transactions, system status and downtime. Relays messages sent to or received from customers in a timely manner. Stays informed of all changes to the operating systems or software programs that affect customers. Maintains records of correspondence received and responded to. Should have good verbal and written communication skills. Must have intermediate level proficiency in verbal and written skills; technical/mechanical aptitude, and organizational skills. Additional Prescreening Requirements: (1 Mandatory) Education/Formal Training verifications should include contacts made to reported educational institutions and previous employers to verify information contract employee provided. (1 Optional - per Request) Some positions may require medical clearance before assignment such those requiring the wearing of respirators.
A 4-year degree in Computer Science, Engineering, or related discipline is preferred
Technical support experience in a computer-related area
Knowledge of commonly used concepts, practices, and procedures in the IT field
Knowledge of computer hardware & software including standard desktop & server operating systems, tools & utilities
Successful completion of the IT Entry Logic and Problem Solving Test
Abilities to quickly resolve technical problems, evaluate alternatives and make recommendations
Able to work rotating shifts and holidays and be on-call
Strong analytical, communication, problem solving, and organizational skills
Ability to work without close supervision.
Strong verbal communication skills, including the ability to document operations procedures
Ability to effectively work independently or in a team environment
Ability to effectively interact with a diverse user base
We support:
* 280 desktop and laptop computers with Windows 2000 and Windows Vista operating systems. About 55 of these are at 9 warehouse locations around North America.
* 3 servers with Microsoft Server 2000/2003
* a Cisco network
* Norand, Intermec and Symbol bar code scanner hardware
* a Definity (phone) PBX and Octel (voice mail) system
* Lexmark, Printek, Tandem, HP printers . We have third party support for some printers, but we get involved with some troubleshooting.
Most of our upgrades to standard software packages are rolled out from our corporate office, but we are primary support for hardware problems, including rebuilding machines after hard drive crashes, installing new software, printer and scanner problems, etc . We also provide some application support, although most calls go through our corporate help desk. Finally, we are involved in corporate initiatives such as file server quotas, limiting admin rights on client workstations, and meeting auditing standards.
Experience Level:
3 Years
Requirements:
Help Desk 1
Helps customers who are having basic operation problems and system malfunctions. Receives customer problem reports and answers same under the guidance of Second Level. Answer questions re
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