Full-Time Office Project
Knoxville, TN or miles radius
No remote / telework option - not negotiable, candidate must go into office.
US Citizenship Required
Description :
The Help Desk Specialist will provide IT call center level support to our client offices and employees worldwide.
Job Duties :
- 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.
Basic Qualifications :
Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree
- or more years of experience in troubleshooting applications or network related issues
- or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
- or more years of experience providing customer service
Additional Qualifications :
- 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
- Ability to obtain MCDST or equivalent within months
- Knowledge of ITIL / ITSM concepts
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