National DCP

  • IT Help Desk Technician

    Job Locations US-GA-Duluth
    Posted Date 2 months ago(11/8/2018 8:31 AM)
    ID
    2018-2100
    # of Openings
    1
    Category
    Information Technology
  • Overview

    The IT Helpdesk Technician is responsible for providing technical support to system users and customer support staff while resolving technical problems. This position will provide continuous  support to all employees within our DC network. The job consists of troubleshooting and diagnosing, as well as providing support and maintenance for various hardware and software applications. 

    Responsibilities

    • Provide excellent customer support to all employees
    • Respond to requests for technical assistance via phone and electronic communication
    • Install and update desktops, laptops, PDAs, peripherals, networks, and related software
    • Provide support for remote employees as needed including but not limited to VPN connectivity, password resets, etc.
    • Troubleshoot all information technology issues, including software, hardware, and networking.
    • Diagnose and resolve technical hardware and software issues
    • Follow standard help desk procedures, log all interactions, redirect to correct source while advising appropriate action
    • Prepare weekly activity reports
    • Identify and escalate situations requiring urgent attention
    • Inform manage of recurring problems
    • Research questions using available resources
    • Remain current on system information, changes and updates

    Qualifications

     

    • 0-3 years’ experience in technical support position
    • Bachelor of Science Degree or equivalent preferred
    • Computer certifications are a plus
    • MS Office, Windows OS, Symantec, and hardware support experience
    • Excellent customer service as well as oral and written communication skills required
    • Demonstrable problem solving and troubleshooting skills
    • Ability to prioritize various issues based on their urgency and identify when to escalate
    • Knowledge of Warehousing and ERP systems preferred but not required
    • Knowledge of mobile devices and configuration are a plus
    • Excellent time management and organizational skills required

     

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