Closing: Apr 30, 2024
This position has expiredPublished: Apr 23, 2024 (13 days ago)
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Job Summary
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Qualification (Minimum)
- Bachelor's Degree in IT or a related field
- Knowledge and experience in IT service desk practices.
- Related experience and training.
- 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
- Windows desktops and notebooks, as well as iOS devices, in a networked environment.
- Microsoft Office & Outlook.
- Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
- Knowledge of Active Directory
- 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.
Responsibilities
Qualification (Minimum)
- Bachelor's Degree in IT or a related field
- Knowledge and experience in IT service desk practices.
- Related experience and training.
- 2+ years of setup, configuration, and troubleshooting of desktop/notebook hardware and software.
- Windows desktops and notebooks, as well as iOS devices, in a networked environment.
- Microsoft Office & Outlook.
- Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
- Knowledge of Active Directory
- 1 year of experience in customer service, call center, or Help Desk support role and proficiency in one supported application.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote trouble shooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
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