Help Desk 1
NJVC, LLC - Chantilly, VA

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The Help Desk Specialist assists customers by providing assistance to users experiencing problems accessing various computer/IT resources. Typical user support requests include password resets, Desktop support, or specialized applications support. The Help Desk Specialist may monitor computer systems and operations as assigned. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to tickets, runs diagnostic programs, isolates problem, and determines and implements solution. Provide routine technical support to end-users including software setup, configuration and troubleshooting.

Detailed Description

PRIMARY DUTIES AND RESPONSIBILITIES · Respond to helpdesk calls and tickets and resolve them in a timely manner;
· Provide technical assistance and support for incoming tickets issues related to computer systems, software, and hardware;
· Write and document resolution steps;
· Train computer users;
· Respond to email messages for customers seeking help;
· Walk customer through problem-solving process;
· Install, modify, and repair computer hardware and software;
· Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems;
· Install computer peripherals for users;
· Provides support (24x7) to assist with troubleshooting, escalation, or recovery of failing equipment.
Job Requirements
EXPERIENCE REQUIREMENTS · Requires a High School Diploma and 0-2 years relevant work experience or equivalent relevant work experience.
· General knowledge of supported software packages: MS Office 2003/2007/2010, Outlook, IE/FF/Chrome browsers, and ticketing systems.
• Knowledge of desktop operating systems: Windows 2000, Windows XP, Vista, Windows 7;
• Knowledge of wireless devices including but not limited to Blackberry, Good Mobile, and iPhone;
• Knowledge of HP printers
• Knowledge of repair of Intel based PC hardware;
• Must have strong documentation skills, organization skills, and the ability to interact with team members cross-functionally;
• Demonstrates a customer orientation; establishes and maintains customer relationships;
• One year experience in Customer Service, phone experience preferred;
• Ability to have a flexible schedule; cover any shift which can include occasional after hours and weekend hours;
• Strong analytical and problem solving skills;
• Strong communication skills and patience
• Sufficient maturity in interpersonal development needed to contend with potential difficult situations and users;
• Ability to multitask and prioritize work requirements;
· At least one certifications such as A+, Network +, or Security +.