Employment Opportunities


Tuesday, 27 June, 2017

Junior IT Help Desk Technician

The Junior IT Help Desk Technician will be responsible for Level 1 Help Desk support with escalation procedures for troubleshooting and remediating issues presented to the Community Connections Helpdesk.  These requests may come via phone, in-person, email, or the Helpdesk ticketing system.  

Responsible for providing technical assistance and support related to end users, computer systems, hardware, or software. Responds to queries, creates/updates tickets, isolates problem, and determines and implements solutions or escalation procedures.

Responsibilities:

  • Acts as the first level of introductory contact and support for end user problems to the Helpdesk by answering phones, emails and tickets
  • Monitors Helpdesk ticket queue to ensure tickets are appropriately created/assigned/worked and escalated as required.
  • Provides thoughtful and logical solutions to user issues of simple to complex nature to ensure user satisfaction and productivity
  • Keeps end-users updated per SLAs as to ticket status and remediation.

Qualifications:

  1. Behavioral

    • Excellent customer service skills

    • Excellent oral and written communication skills

    • Excellent troubleshooting skills with logical thought processes to effectively triage customer issues

    • Asks appropriate probing questions to quickly determine nature of problem.

    • Demonstrates an awareness of impact on relevant support issues on a companywide basis

    • Experience providing support assistance to customers via phone and e-mail.

    • Experience working in demanding deliverable driven team environment

    • Demonstrated capability to work with little management oversight, must have strong personal initiative

  2. Technical

    • 1+ year of experience required.

    • Experience with Microsoft Windows Operating Systems. PCs, ThinOS, printers, peripherals, etc.

    • Experience with Virtual Desktop environments – Citrix, Windows Server RDS, VMWare VDI

    • Experience with IOS and Android platforms. 

    • Familiar in supporting mobile devices using MDM.

    • Familiarity with IPv4-based computer network. 

    • Working knowledge of laptops, PC's, Thin Clients, printers and peripherals, email, DNS, and DHCP. 

    • Experience with Microsoft Office 365 a plus.

To apply please send your resume to Chris P. Mikesell, Executive Director Information Technology, at cmikesell@ccdc1.org



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