Overview
On Site
Contract - W2
Skills
Operating Systems
Issue Tracking
Service Desk
Remote Monitoring
Management
IDS
Remote Access
Virtual Private Network
Remote Desktop Services
RDP
Telephony
Communication
Active Listening
Customer Service
Customer Satisfaction
Customer Relationship Management (CRM)
Help Desk
Technical Support
Computer Hardware
Laptop
Printers
Mobile Devices
Microsoft Windows
Extreme Programming
Microsoft Office
Job Details
Responsibilities
IT Support relating to technical issues involving all business applications and operating systems.
Respond quickly and effectively to requests received through the ticketing system.
Log all incidents reported via telephone, email, voice mail, or any other supported process\method.
Attempts to troubleshoot and resolve all incidents reported to the Service Desk or received via a ticketed request.
Distributes and dispatches incidents to the appropriate support groups as needed.
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
Conducts first-level support using documented procedures and available system tools.
Review remote monitoring and management system alerts.
Coordinates and tracks all system-level production down resolution as necessary per documented procedures.
Administers IDs, passwords, and security rights for all internally developed web-based systems.
Provides support for remote users
Basic remote access solution implementation and support: VPN, Terminal Services, and RDP.
Documents processes and procedures as required.
Ability to work On-call schedule rotation when assigned.
Knowledge, Skills, and Abilities
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.
Ability to provide a high level of support with a customer-first attitude.
Minimum Related Work Experience
Desktop/Helpdesk IT support experience
Experience with hardware issues including PC s, laptops, printers, and mobile devices
Experience setting up and installing Windows 10, 7, or XP and Microsoft Office applications
Needs to be very familiar with the MS suite of tools, AD, Entra, etc.
,
IT Support relating to technical issues involving all business applications and operating systems.
Respond quickly and effectively to requests received through the ticketing system.
Log all incidents reported via telephone, email, voice mail, or any other supported process\method.
Attempts to troubleshoot and resolve all incidents reported to the Service Desk or received via a ticketed request.
Distributes and dispatches incidents to the appropriate support groups as needed.
Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.
Conducts first-level support using documented procedures and available system tools.
Review remote monitoring and management system alerts.
Coordinates and tracks all system-level production down resolution as necessary per documented procedures.
Administers IDs, passwords, and security rights for all internally developed web-based systems.
Provides support for remote users
Basic remote access solution implementation and support: VPN, Terminal Services, and RDP.
Documents processes and procedures as required.
Ability to work On-call schedule rotation when assigned.
Knowledge, Skills, and Abilities
Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
Ability to seek out opportunities to increase internal client satisfaction and deepen client relationships.
Ability to provide a high level of support with a customer-first attitude.
Minimum Related Work Experience
Desktop/Helpdesk IT support experience
Experience with hardware issues including PC s, laptops, printers, and mobile devices
Experience setting up and installing Windows 10, 7, or XP and Microsoft Office applications
Needs to be very familiar with the MS suite of tools, AD, Entra, etc.
,
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