Help Desk Technician

Employer
Careerbuilder-US
Location
Reston, VA
Posted
Jan 26, 2022
Closes
Jan 28, 2022
Ref
333334347
Hours
Full Time
FUNCTIONS AND RESPONSIBILITIES: Work hours will be 6:30am - 4pm Monday-Thursday and 6:30am - 3pm on Fridays Provides first-level troubleshooting of hardware, software and operating system problems, - Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets. - Responds to telephone calls, email, and problem tickets for personnel requests for technical support. - Tracks and monitors the problem to ensure a timely resolution where required. - Resolves PC software configuration problems and remotely installs software products and/or approved patches. - Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs. - Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff. - Diagnoses, isolates, and analyzes problems utilizing historical database records. - Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements. - Escalates unresolved issues to the successive level of support. REQUIRED SKILLS AND EXPERIENCE: - Minimum of a bachelor's degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, OR a minimum of 5 years of relevant experience in lieu of a degree (for less experienced candidates - Level 1). Minimum of a bachelor's degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, OR a minimum of 6 years of relevant experience in lieu of a degree (for Level 2 candidates) - Minimum of 1 year of experience in troubleshooting applications or network related issues - Minimum of 1 year of experience with ticket tracking tools such as Heat, Remedy and Service Now - Minimum of 1 year of experience providing customer service - Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends. - Hands-on experience with Microsoft Windows operating systems - Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware - Excellent and demonstrated communication and customer support skills - Understanding of client-server and networking principles - Posess or have the ability to obtain MCDST or equivalent certification within 12 months - Knowledge of ITIL/ITSM conceptJob Requirements:FUNCTIONS AND RESPONSIBILITIES:Provides first-level troubleshooting of hardware, software and operating system problems,- Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets.- Responds to telephone calls, email, and problem tickets for personnel requests for technical support.- Tracks and monitors the problem to ensure a timely resolution where required.- Resolves PC software configuration problems and remotely installs software products and/or approved patches.- Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs.- Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff.- Diagnoses, isolates, and analyzes problems utilizing historical database records.- Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements.- Escalates unresolved issues to the successive level of support.REQUIRED SKILLS AND EXPERIENCE:- Minimum of a bachelor's degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, OR a minimum of 5 years of relevant experience in lieu of a degree (for less experienced candidates - Level 1). Minimum of a bachelor's degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, OR a minimum of 6 years of relevant experience in lieu of a degree (for Level 2 candidates)- Minimum of 1 year of experience in troubleshooting applications or network related issues- Minimum of 1 year of experience with ticket tracking tools such as Heat, Remedy and Service Now- Minimum of 1 year of experience providing customer service- Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends.- Hands-on experience with Microsoft Windows operating systems- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware- Excellent and demonstrated communication and customer support skills- Understanding of client-server and networking principles- Posess or have the ability to obtain MCDST or equivalent certification within 12 months- Knowledge of ITIL/ITSM concepts