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Help Desk Technician - LEVEL 1

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Job Summary

Continuum Managed Services
Cranberry Township, PA 16066
Computer/IT Services
Job Type
Full Time
Years of Experience
1+ to 2 Years
16.00 - 19.00 $ /hour

Help Desk Technician - LEVEL 1

About the Job

Help Desk Technician - LEVEL 1

About the Job:

Continuum's Help Desk provides real-time 24x7 support to thousands of client desktops and devices around the United States and other countries. Our Cranberry Township, PA location is seeking a Help Desk Technician that will report to the Help Desk Supervisor and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all Apple and PC-related issues with a goal of first contact resolution.

Key Responsibilities:

  • Support Windows desktop and laptop computers
  • General access and connectivity issues
  • Desktop application issues
  • Basic administration of user accounts and groups
  • Take ownership of trouble tickets, working and tracking issues to resolution
  • Record detailed information into Service Desk ticketing system
  • Support for mobile devices such as iPhones, Blackberries, and Android phones
  • Occasionally act as a liaison between Partners/Clients and NOC team in India
  • Support Mac desktop and laptop computers

Required Qualifications:

  • 1 to 2 years’ experience in a Service or Help Desk/Support Center environment
  • Windows operating systems
  • Proficient in Active Directory
  • Knowledge of network basics
  • Email clients (Microsoft Outlook)
  • Knowledge of VPN basics
  • Excellent communication, written and verbal are vital
  • Excellent customer service skills are vital

Preferred Skills and Experience:

  • College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 4 or more years of experience in a Help Desk/Call Center environment.
  • IT Certifications (Apple, Microsoft, CompTIA, etc.) preferred
  • Customer service, especially with inbound phone contact
  • Planning & organizing
  • Problem solving
  • Time management
  • Apple operating systems

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