Help Desk Technician
HouseCall and Solvere One - Dulles, VA

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Solvere One has established a top-level brand that focuses on network security and proactive management solutions as a chosen provider of IT services and consulting. Inspired to assist organizations during the current global financial crisis and beyond, Solvere One focuses on corporate partnership, proactively managing technology that proves vital for business productivity and growth, while reducing the cost of IT ownership. As a technology and consulting partner since 1997, we have provided on-demand technical services and consulting to hundreds of offices worldwide. Our IT administrators and staff are highly qualified and are experts in their field.

Along with our leading infrastructure and vast resources and partnerships with suppliers, we offer our clients optimized performance and productivity, never leaving them behind in this ever-changing world of technology. We provide executive level, white-glove support. Therefore, applicants need to multi-task duties and prioritize according to client needs and schedules. Highly qualified candidates will be self-starters, highly motivated and eager to contribute to the well being of the organization while operating in a fast-paced environment.

JOB DESCRIPTION: Our Help Desk Technicians field all Help Desk calls from the user base and create the initial record of the request. They resolve all Level One end-user problems over the phone, pass all Level Two requests on to a Network technician, and contact third-party vendors for warranty service repair. Under general supervision, each Help Desk Technician provides technical software, hardware and network problem resolution to computer users by performing question/problem diagnosis and guiding users through step-by- step solutions in a call center environment. Help Desk Technicians clearly communicate technical solutions in a user-friendly, professional manner, provide one-on-one end-user training as needed, assist Network Technicians, troubleshoot network printer problems, and pass more complex end-user problems on to Network Technicians.

They also conduct hardware and software inventory database maintenance and reporting, and perform related work as required. KEY DUTIES AND RESPONSIBILITIES: Examples of key duties are interpreted as being descriptive and not restrictive in nature. Identifies, diagnoses, and resolves Level One problems for users of the mainframe, personal computer software and hardware, local network, the Internet and new computer technology in a call center environment; communicates solutions to end-users. Provides one-on-one end-user problem resolution over the phone for company-approved Personal Computer (PC) software.

Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals. Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, and local-area network access problems. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.

Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches. Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs). This position is not entirely a desk job. Employees will be expected to interact with clients on a daily basis in various capacities.

Professionalism and courteousness are required. Excellent verbal and written communication skills are also required. Salary commensurate with experience, between $40,000-$50,000. Benefits include: 401K, PPO healthcare, dental, vision, paid vacation, etc.

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