Ø Field incoming help requests from end users via both telephone and e-mail in a courteous\professional manner.
Ø Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in our internal Help Desk application (SDE).
Ø Apply diagnostic utilities to aid in troubleshooting.
Ø Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
Ø Learn appropriate software and hardware used and supported by the organization (e.g SAP, Maximo, Citrix, CRM)
Ø Ability to resolve computer issues (connectivity, performance)
Ø Ability to resolve laptop issues (connectivity, performance)
Ø Ability to resolve printers issues (local, network)
Software application required to support
Ø Windows XP / Vista / Windows 7
Ø MS Word, Excel, PowerPoint, Access (versions 2007\2010)
Ø MS Outlook (versions 2007\2010) – particularly .pst files
Ø Active directory
Minimum 2 years prior demonstrated experience
Ø Minimum - Associate degree in Information Systems
Ø Working knowledge of DNS, Internet Infrastructure, and IP informational tools
Ø Exceptional written and oral communication skills.
Ø Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Ø Ability to absorb and retain information quickly.
Ability to work independently with minimal supervision
Monster - 18 months ago