Helpdesk Support

Job Description

Helpdesk Coordinator

Main Points

Will be providing tier I support

Must have associates degree or higher level of education

Must have 1+ years experience

Must have knowledge of troubleshooting Microsoft Office Suite

Pay: 20-22/hr.=converting at 45k+Service and support relates to all technology, including: workstations, servers, printers, networks, and vendor specific hardware and software.

Basic Functions:

IT support relating to technical issues involving Microsoft's core business applications, as well as virtual environments built on Citrix, Microsoft, and VMware.

Assist, plan and coordinate with vendors about hardware purchases

Assist Admin Support team in answering calls

Implement and support disaster recovery solutions.

Serves as the Tier 1 and Tier 2 support for the computer user community.

Responds to customers via phone, in person, and through remote support channels.

Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance.

System documentation to include system reviews and recommendations.

Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages.Additional Duties and Responsibilities:

Improve customer service, perception, and satisfaction.

Ability to work in a team and communicate effectively.

Escalate service issues that cannot be completed within agreed service levels.

Communicate to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.

Maintain specific knowledge of the customer and how IT relates to their business strategy

Associate's degree in Computer Science or a relevant field, or an equivalent combination of education and professional experience, and appropriate technical certifications.

One year general experience.

Ability to gain and/or maintain a Public Trust clearance.

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