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This job has expired

Help Desk Technician

Employer
Inceed
Location
Annapolis, MD
Closing date
Nov 14, 2019
Job Responsibilities: A cents € cents Assists second and third-tier technical specialists with resolving escalated incidents and identifying root cause. A cents € cents Demonstrates professionalism and good customer service skills when working with internal and external customers. A cents € cents Use effective listening techniques to identify customer need and leverage appropriate communication skills or style to deliver clear messages to customer. A cents € cents Establish methods to deal with various customer behaviors. Applies strategies to build rapport with customers, peers and other organizational work-groups. A cents € cents Leverage knowledge, experience, and/or historical information in fulfilling service requests. A cents € cents Documents knowledge and solutions for peers and other work groups in order to minimize customer downtime and duplication of effort. Follow established guidelines for recording service requests, providing status updates to customers and updating appropriate informational databases. Provides on-call response to critical work stoppage issues during non-business core hours. A cents € cents Answers client's inquiries concerning systems operation; diagnoses system hardware & software to include: Desktop, laptops, Windows, MS Office, Apple, Mac OS, Androids, and other Mobile devices. Recommends and implements remedial actions to correct problems based on the knowledge or systems operation. A cents € cents Troubleshooting networking and communications issues including wireless communications Basic Qualifications: A cents € cents Associates degree in appropriate discipline or in the absence of an associate's degree three years of related experience * Bilingual in English and Spanish A cents € cents Experience with Helpdesk support A cents € cents Experience with PC (desktop and laptop) support A cents € cents Experience using and supporting the Google suite of products and or O365 A cents € cents Strong working knowledge of the Microsoft Windows Operating Systems A cents € cents Strong working knowledge of the Microsoft Office Suite A cents € cents Experience supporting PC's in a Windows Active Directory domain environment (eg such as password resets) A cents € cents Experience is required with PC Imaging, supporting remote connectivity methods, antivirus and antispyware applications, system patching and application updates, application troubleshooting A cents € cents The successful candidate must be a self-starter, and promote a positive team player environment A cents € cents Ability to communicate clearly and effectively via phone with internal customers A cents € cents Experiencing use of and managing inventory for PC hardware and software A cents € cents Excellent documentation skills geared towards developing procedures to maintain consistency and positive user experience A cents € cents Schedule, prioritize, multi-task, and follow through to ensure that tasks are completed A cents € cents Strong customer service and communication skills A cents € cents Prior ticketing systems experience specifically including monitoring trouble and problem tickets and follow up to ensure customer satisfaction A cents € cents Works well with others within the team, department and across the enterprise

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