Help Desk Technician

Location: Collierville, TN
Date Posted: 08-21-2017
Position Title         Help Desk Technician - TN #3827
 
Relocation              No
 
Location                 Collierville, TN
 
The Tier One Help Desk Technician will provide the initial point of contact
for end-users to report all Information Technology related support and maintenance
issues within the organization. This position will be responsible for capturing the details
of the IT issue, determining whether the issue is hardware or software related, and
directing the issue to the proper technician within the company's technology
support structure. In addition, this resource will be responsible for solving the most
common technical issues during the first contact with the user. This candidate will also
troubleshoot problem areas by telephone, or via e-mail in a timely and accurate fashion,
and provide end-user assistance where required.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
 
 Receive calls, emails and web inquiries for end users regarding the company's systems.
 Log all received issues into the Help Desk ticketing system and classify the issue
based on company support structure.
 Provides basic technical and functional support to system users by
telephone or email relative to desktop hardware and software packages.
 Provide basic level troubleshooting to uncover known issues.
 Provide problem resolution for known issues in a timely manner or escalate
tickets to the next support tier as appropriate.
 Update and maintain issues knowledge base as appropriate.
 Works within guidelines of established methods. Obtains, clarifies and provides
information within established parameters.
 Other work-related duties as assigned by supervisor/manager.
 Reliable and regular attendance is expected.
 
QUALIFICATION REQUIREMENTS:
 
To perform this job successfully, an individual must
be able to perform each essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform the
essential functions.
 
EDUCATION and/or EXPERIENCE:
 
Two-year technical degree or two years of experience
supporting PC hardware and software in a networked environment.
 
 
Bottom line requirements we need notes on with candidate submittal:
 
1.  2 year technical degree or higher.
2.  2+ years of experience supporting PC hardware and software in a networked environment.
3.  Local.
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