Helpdesk Support Technician
Location: San Antonio, TX
Salary: Based on experience
Skills
MCP or A+ or both preferred
1 to 2+ years in a HD Environment
QUALIFICATIONS:
--1 to 2 yrs experience in a help desk/desktop support environment
--Knowledge of HEAT, REMEDY, OPENVIEW or similar trouble ticket system.
--MCP Certification or A+ certifications a strong plus
--Hardware/software maintenance skills are required
--Strong Microsoft Office 2003/2007 knowledge
-- Knowledge of Windows XP operating system
--Strong experience with Active Directory or Citrix
--Must be able to resolve most of the customer service technical issues within the policies and guidelines provided
--Excellent customer service skills
--An ability to work in a 24/7/365 environment including holidays
--Ability to work well with internal staff and strong communication skills are a must
--Ability to multi-task while staying focused in a fast-paced competitive environment
KEY RESPONSIBILITIES for TIER 1:
--Provide prompt and courteous customer service
--Experience/Familiar with Active Directory
--Experience/Familiar with Remedy trouble ticketing System
**Document and track trouble calls to final resolution
**Create; update, monitor and assign remedy tickets
**Follow priority matrix for Enterprise Service Desk (ESD)
--Remote diagnostics and troubleshooting client workstations
--Knowledge of Remote Desktop or other applications (BOMGAR, SMS Remote Tools, Dameware)
COMPETENCIES:
For this role, the incumbent should:
--Demonstrate the ability to embrace new technology
--Strong Phone Support and Customer Service Skills
--Have the ability to troubleshoot and bring problems to resolution
--Have the ability to understand and adapt to a rapidly changing environment
--Have the ability to thrive in a fast paced workplace with multiple priorities and regular interruption
ADDITIONAL RESPONSIBILITIES:
--Keep up-to-date technically and applying new knowledge to your job
--Observing, receiving, and otherwise obtaining information from all relevant sources
--Analyzing information and evaluating results to choose the best solution to solve issues
--Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
For more information or to apply to this position please send a word copy of your resume with contact information to WilliamMullenger@technisource.com
