Job Description

• 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.

Skills Required

• Basic Qualifications:
• 1 or more years of experience in troubleshooting applications or network related issues
• 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now
• 1 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 12 months
• Knowledge of ITIL/ITSM concepts

Education/Training/Certifications

• 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

We are an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

JOB-10043407