Help Desk Support
Athens Administrators - Concord, CA

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Principle Duties and Responsibilities:
Incumbent must have the skills, ability and judgment to perform the following essential job duties and responsibilities with or without reasonable accommodation:

  • Respond to requests for technical assistance in person, via phone or electronically.
  • Diagnose, research and resolve “Tier 1” technical support issues.
  • Document, track and monitor the problem to ensure a timely resolution.
  • Redirect “Tier 2” support requests to appropriate resources.
  • Identify and escalate issues, as they require more urgent attention.
  • Administer Help Desk software.
  • Research support issues as needed.
  • Maintain communication with users / clients during the life of a support ticket.
  • Set up computers for new hires.
  • Set up network and personal printers.
  • Set up new users on the network and give them appropriate network and software access.
  • Stay current with system information and updates through training and certification.
  • Other duties as needed.

Essential Job Requirements:
The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Bachelors degree preferred, high school diploma or equivalent (GED) required.
  • Minimum of two years I.T. support and customer service experience.
  • Excellent problem solving skills and attention to detail.
  • Working knowledge of relevant software (including Microsoft Windows XP, 7, Microsoft Office 2003, 2007, 2010, VMWare View) and hardware (including PCs., laptops, monitors, printers, IP phones)
  • Some knowledge and understanding of networking including switches, routers, Active Directory, VMWare VSphere, Windows Server 2003, 2007, SQL Server.
  • Well developed verbal, interpersonal and written communication skills.
  • Effectively work individually, in a team environment, with customers and internal staff.
  • Ability to assess problems and situations, possesses analytic ability and good judgment
  • Ability to multi-task and handle multiple projects simultaneously.
  • Ability to meet employer's attendance policy.
  • Ability to lift up to 25 pounds.
  • Applicant must have the ability to understand and follow directions.
  • Applicant must have the ability to physically install operational equipment.

Indeed - 16 months ago - save job - block
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