Helpdesk Support
The Ascent Services Group - Redwood City, CA

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' Contract assignment providing onsite and/or remote technical support to the end users via phone and desk side support.
' Troubleshoot multiple computer platforms: Macintosh, Windows, and PDAs.
' Provide first level support for multiple enterprise applications including: e-mail, calendar/scheduling, word processing, spreadsheets, presentations, Internet browsers; as well as department-specific specialized applications.
' Familiar with network configurations: LAN, WAN, wireless, VPN.
' Provide support for mobile users who work at home, travel, or work from a remote office, using remote console software LAN Desk.
' Troubleshoot networked and local printers. Identify and resolve hardware and software application conflicts. Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests. Coordinate with other CIT staff in the completion of requests. Ensure that resolutions are consistent with standards and do not introduce additional conflicts.
' Help identify and implement innovative solutions for customers.
' Provide extensive interaction with the user community.
' Assist Knowledge Engineer in evaluating effectiveness of the Knowledge Base content.
' Understand and adhere to CRM policies. Escalating Severity Level 1, Severity Level 2 and problem tickets to the Problem Management group.

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