Must be familiar with remote access software such as Dameware or GoToAssist

Must have worked at an actual Help/Service Desk at least five years

Must have a high level of diverse technical experience related to problem management

Must have experience supporting and troubleshooting computer hardware, software, and network connectivity

Must have experience working with HEAT Help Desk Software or an equivalent product Must have the ability to resolve problems over the telephone by asking questions and walking users through the resolution

Must have experience supporting Microsoft operating systems, Novell Netware, Microsoft Office products and antivirus programs

Must have knowledge of information technology systems, concepts and methods
Must have knowledge of the interrelationship between different information technology specialties
Must have knowledge of server, networking, telecommunications and security technologies, principles and practices Must have knowledge of personal computer/LAN/WAN communications hardware and software in a multi-protocol environment
Must have knowledge of Windows server domains in the supported environment
Must have knowledge of Problem Management Process
Must have knowledge of project management principles and practices
Must have the ability to use advanced troubleshooting and diagnostic techniques in a complex information technology environment
Must have the ability to use MS Office Suite of Products
Must have the ability to use service delivery software and tools including problem management and network management software
Must have the ability to communicate effectively, orally and in writing
Must have the ability to conduct quality assurance testing and documentation

Must have the ability to work effectively in a team environment

Must possess at least one of the following certifications:  CompTIA’s A+ or Network +, any      Microsoft Certification, or any Help Desk Institute Certification

Fenwick is an EEO Employer