This position is essential to operations and candidates will be required to be available, during an emergency.
Candidates will be required to maintain an on-call status.
Provide accurate and timely technical support to customers via telephone, email and chat.
Manage support issues of complex and technical nature with varying degrees of priority.
Address incidents within predetermined service levels, requiring the ability to multi-task and prioritize.
Carry out projects as assigned and support other team members in order to represent the IT department in a professional manner.
Works with the Field Service Technicians when possible to gain greater understanding and insight into resolving technical problems.
Able to identify, analyze, and solve problems individually and in a team environment to provide technical support for complex hardware and software issues on standard user-level equipment.
Able to troubleshoot less than complex network-related issues and able to initiate conceptual ideas with practical applications.
Able to develop and maintain customer relationships.
Demonstrates knowledge of and the ability to utilize HelpDesk databases and presentation applications to provide professional and appropriate written and verbal information to internal and external customers and vendors.
Demonstrates knowledge of how position relates to team and the department, the ability to motivate others and provide innovative solutions for individual and team improvement.
Demonstrates leadership in a team environment.
Attention to detail
Excellent oral, written, interpersonal, and customer service skills.
Appreciation of cultural diversity and sensitivity towards Client population.
Working knowledge of Microsoft Operating Systems .
Working knowledge of Microsoft Office Products .
Working knowledge of PCs and laptops.
Working knowledge of Windows 2003 Server, Windows 2008 Server, Exchange, Citrix.
Strong working knowledge of major networking components, network operating systems and basic computer hardware components.
Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
Required: CompTIA A+
Preferred: CompTIA Network+
High School Diploma or GED
Preferred: Bachelor's Degree
Years and Type of Experience Required:
2 years in Information Technology
1 year in HelpDesk Operations
Electronic Systems, Inc. (ESI) delivers market-leading technology solutions, exceptional service and consulting expertise to businesses and...