Job Summary: Under the supervision of the Waltham Help Desk Supervisor, the Help Desk technician is responsible to offer level 1 and 2 supports to end-users. He will be responsible to configure, support and maintain ONDT computers in good working condition. The technician is answering employee's requests with courtesy and solves technical, networking or functional issues. Also, he will be asking to participate to Change Request or IT project advancement. Job Responsibilities: •
Assisting in providing Level 1 2 Support when request volumes are high. • Act as an escalation point for advanced or difficult help requests. • Escalate problems (when required) to the Help Desk Supervisor. • Record, track and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Apply diagnostic utilities to aid in troubleshooting. • Access software
updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Helping Help Desk Supervisor by doing IT process auditing. • Giving technical training to Help Desk level 1 2 technicians • Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with Level I 2 Technicians as required. • Develop help sheets and FAQ lists for end users. • Collaborating with Help Desk Supervisor to reinforce SLAs to manage end-user expectations. • Work closely with Help Desk Supervisor with all the IT Vendors to request service regarding defective products. • Helping Help Desk Supervisor by prepares statistical reports and helping by maintaining IT inventory. • Creates and maintains
documentation for common procedures and processes • Other common tasks include: Creating new user accounts, Active Directory management, imaging computers, configuring desktops, installing printers for users, installing common software, virus cleaning, and basic user help.
SKILL REQUIREMENTS: • Excellent interpersonal and customer service skills. • Excellent analytical and troubleshooting skills. • Strong verbal and written communication skills. • Must be self-motivated, energetic with good communication skills. • Ability to balance team and individual responsibilities. • Ability to conduct research into a wide range of computing issues is required. • Ability to absorb and retain information quickly. • Ability to
present ideas in user-friendly, business-friendly and technical language. • Highly self-motivated and directed. • Keen attention to detail. • Proven analytical and problem-solving abilities. • Ability to effectively prioritize and execute tasks in a high-pressure environment. • Exceptional customer service orientation. EDUCATION/EXPERIENCE REQUIREMENTS: • Associate's degree or equivalent from two-year College or technical school; or one year or more
related experience and/or training; or equivalent combination of education or experience. • Will have Microsoft Office/Outlook 2000/2003/XP/2010 system experience • Will have Microsoft Windows XP and 7 system experience. • Will have PC Repair experience • Familiar with supporting imaging software such as Ghost, Acronis and SCCM. • Network+, MCSA, MCSE, A+ • ITIL experience could be a strong asset • Project Management experience could be a strong asset
• Experience working in a team-oriented, collaborative environment.
Olympus NDT is an equal opportunity firm. We recruit, employ, train, compensate and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability or veteran status.
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