Help Desk Technician Level 1 (Afternoon Shift)

US-PA-Cranberry TWP
Job ID
2017-1370
Category
Help Desk

Overview

Continuum's Help Desk provides real-time 24x7 support to thousands of client desktops and devices around the United States and other countries. The Help Desk Technician 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 PC and MAC-related issues with a goal of first contact resolution.

Responsibilities

  • Support Windows and MAC 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

Qualifications

  • 1 to 2 years of experience in a Service or Help Desk Desk/Support Center environment
  • Windows operating systems
  • Apple 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
  • College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
  • IT Certifications (Apple, Microsoft, CompTIA, ITIL, HDI etc.) preferred
  • Customer service, especially with inbound phone contact
  • Planning & organizing
  • Problem solving
  • Time management

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