IT Support help desk

At SACRUM Technologies, what we do here changes your WORLD! Come let us make it happen! You won't go wrong- We only believe in building great teams TOGETHER to deliver great results.

Roles:

Under minimal supervision, configures and installs complex software for IT users desktops and mobile devices. Provides advanced technical support for software and hardware of end-user computing. Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.

5-8 years of experience.

Preferred: Help Desk Certification, A+ C

• Processes complex help desk tickets passed on from ITSC.
• Provides complex functional support of applications, isolates issues, and distributes ticket to the appropriate team for resolution. Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
• Provides data mining, writing specifications for development fixes and configuration of hardware and software.
• Creates DB scripts to correct invalid data within the database. Leads in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed.
• Creates and updates Support and User Guides. Delivers advanced post-development support (including client installations).
• Provides management ticket reports, Pareto Report, and various others. Contributes to creation and modification of complicated system or application monitors. Leads Technical Support business initiatives in accordance with Senior Leadership.
• SQL queries and scripting. Document user, support, and maintenance procedures. Document standardized communications to users and management. Customer service skills including conflict resolution.
• Effectively communicate with staff, management, end users, and other customers. Ability to conceptualize end user steps and processes to readily identify the issue/problem. Troubleshooting PC problems and issues.
• Problem solving and analytical skills. Trains less experienced end users and staff in resolving more complicated PC technical issues and processes.
• General knowledge of PC systems, hardware, and software. Knowledge of Software functionality. Remedy Action Request System (Help Desk System).
• Hardware and software support of on-board computing systems. Knowledge of PC remote access