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Help Desk Technician

Job Description

 


We are looking for several candidates to provide help desk support to our clients.  The well qualified candidates will assess and troubleshoot computer support problems and apply understanding of computer software and hardware products and services to guide users through problem resolution.


Candidates must be able to demonstrate knowledge and experience of customer service practices.  Daily routine will involve direct interaction with the end users.  Applicants with help desk support experience and a solid background in Windows, Outlook, understanding of Active Directory, trouble shooting, networks, PCs setup, customer service, and be interested in client interfacing a plus.


Essential Responsibilities:



  • 1st level support of all inbound calls

  • Unlocking user accounts

  • Customer desktop image

  • VPN and Remote Access Technology/Procedures

  • Printers and Peripherals

  • Network/Remote Access technology

  • Account administration

  • Experience with Microsoft Windows 7 and Microsoft Office 2013 preferred

  • Experience troubleshooting and resolving computer issues in a network environment

  • Work as a member of a support staff team

  • Work effectively under pressure

  • Prioritize all tasks in a very fast paced work environment

  • Excellent questioning skills

  • Strong problem solving and analytical skills essential

  • Give very clear written and verbal support to all customers

  • Have professional speaking voice on the phone

  • Effectively deliver clear messages

  • Patience; have effective interpersonal skills; assertiveness as well as diplomacy

  • Strong service orientation providing prompt, courteous, and professional services

  • Enthusiastic approach towards learning new systems and software packages

  • Must be self-directed and detail oriented in completing assigned tasks in an effective manner


Preferred Skills/Certifications:



  • Help Desk Institute ("HDI") and/or other relevant certifications

  • Customer Service training

  • A.S./A.A. degree in a computer-related field of study or equivalent experience

  • A+, Network +, Security +, Windows 7

  • Spanish speaking is a plus


These are full time, hourly positions with benefits.  Daily work will be executed from our Linden, TN office.  This is not a remote position.





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