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IT Service Desk Engineer

Responsibilities:

  • Provides phone and service desk support to local and off-site users.
  • Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
  • Resolve incidents on first contact when possible using the supported remote desktop control application as appropriate.
  • Maintain a database utilizing the service desk software of all telephone calls and messages received requesting customer assistance.
  • Provide feedback to issues for the team s knowledge database.
  • Self-manage queue of incident tickets based on established priorities to include: ticket tracking, asset tracking and management, patch management, and knowledge database management.
  • Ensure that tickets are closed in a timely manner.
  • Any other duties as assigned by the IT Service Desk Manager

Qualifications

  • A minimum of Associate s Degree in applied technology area such as Information Systems or Computer Science.
  • Minimum 5 years of experience working with personal computers in a technical/desktop support capacity
  • Understanding of the MS Office Suite and networking protocols (TCP/IP, DHCP, DNS,VPN, Wireless)
  • Experience troubleshooting and maintaining standard office applications, mapping and troubleshooting of printers, and other basic office automation issues.
  • Experience in working with a major ticketing system like ServiceNow, TrackIT, Remedy, Heat, etc.

Certifications:

  • CompTIA Security+
  • Microsoft Certified Professional (MCP) in Windows XP or higher
  • Microsoft Certified Solutions Expert (MCSE)
  • Microsoft Certified Desktop Support Technician (MCDST)
  • Help Desk Institute Desktop Support Technician (HDIDST)
  • CompTIA A+
  • CompTIA Network


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