Job Description

The following tasks are necessary to complete the deliverables, including, but not limited to, the following:
This is not a general Helpdesk role - this is L3/Tier 3 technical role.
  • 5-6 years of expertise as a Tier 3 technician
  • Excellent communication and ability to speak with executives or clients
  • Acts as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receives, logs, and manages calls from internal staff via telephone, email, and ServiceNow incident tracking system. Or remedy ticking system
  • Utilizes knowledge database and tracks changes.
  • First-line support - troubleshooting IT-related problems from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
  • Troubleshoots fundamental wired and wireless network issues.
  • Escalates unresolved calls to the Systems Engineers.
  • Takes ownership of user problems and follows the status of issues on behalf of the user, and communicates progress in a timely manner.
  • Maintains a high degree of customer service for all support queries and adheres to all service management principles.
  • Assists in creation of user accounts, reset passwords.
  • Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
  • Identifies and learns appropriate software and hardware used and supported by the organization.
  • Excellent Microsoft SCCM skills, Intune, Active directory, advanced Office 365 POWERSHELL
  • Performs other technical duties as assigned
Candidates must have the following qualifications, skills, and abilities:
  • High School Education or GED
  • Current A+ Certification (MANDATORY) Knowledge of basic Technology hardware, including Desktops, Laptops, Tablets, Cell Phones.
  • Team player
  • Excellent customer service skills
The position is for - 1,500 hours with the start date of 2021-05-01

Application Instructions

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