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Help Desk Technician - Tier 1

Employer
Robert Half Technology
Location
Columbia, MD
Closing date
Oct 15, 2019
Robert Half Technology in Baltimore is currently looking for a help desk technician for a contract to hire role with a growing company. JOB DESCRIPTION - Serve as the first point of contact for customers seeking technical assistance over the phone or email - Perform remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Direct unresolved issues to the next level of support personnel - Provide accurate information on IT products or services - Record events and problems and their resolution in logs - Follow-up and update customer status and information - Pass on any feedback or suggestions by customers to the appropriate internal team - Identify and suggest possible improvements on proceduresJOB REQUIREMENTS AND EXPERIENCE -0-2 years of experience preferred -High School Degree or equivalent required -Candidate will provide technical support via phone and desk side to internal employees ranging from staff to executive level members, a professional demeanor is required -Ability to utilize remote tools such as remote assistance and team viewer -Experience supporting HP and Dell hardware -Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops -Working experience with replacing and/or upgrading an end user from one system to another -Must have proven track record in a high volume support desk with proven first call resolution -Please send your resume to rodney.terry@rht.com - provided by Dice Diagnostic, Hardware, Help Desk, Technician

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