Senior Support Technician - 15362

Dell KACE Systems Management appliance. Candidates should have a CompTIA Security certification or have A+ Certification OR Network+ Certification. Must be a US citizen and be able to obtain and maint
Contract Independent, FULLTIME
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Telecommuting not available Travel not required

Job Description


Senior Support Technician


Requirements:

  • U.S. Citizenship Required

  • Able to obtain/maintain a security clearance if required

  • Experience providing help desk functions in a fast-paced environment

  • Able to provide support to local and non-local customers

  • Associate's degreewith four years applicable experience

  • Six years experience may be considered in lieu of degree

Desired qualifications:

  • Technical bachelors degree in computer science or information technology

  • At least one of the following certifications - CompTIA Security, A+, or Network+

  • Familiarity with the Dell KACE Systems Management appliance.

Duties:

Field incoming help requests from end users via both telephone and e-mail in a courteous manner.

  • Document all pertinent end-user identification information in ticketing system, including name, department, contact information, and nature of problem or issue.

  • Build rapport and elicit problem details from help desk customers.

  • Prioritize and schedule problems for resolution. Escalate problems (when required) to the appropriately experienced technician.

  • 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 frequently asked questions resources on the Internet to aid in problem resolution.

  • Identify and learn appropriate software and hardware used and supported by the organization.

  • Install software.

  • Performing preventative maintenance, including checking and cleaning of workstations, printers, peripherals as well as audio/visual equipment in conference rooms.

  • Test fixes to ensure problem has been adequately resolved.

  • Perform post-resolution follow-ups to help requests.

  • Develop help sheets and frequently asked questions lists for end users.

  • Other duties as assigned.


See Job Description

Dice Id : 10116608
Position Id : 15362
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