Job Details:
IT Service Desk Support Specialist Help Desk
This position is a member of the IT Service Desk, providing first and second tier technical support (hardware and software) to both local and remote users. The position monitors the Service Desk software for new user requests for assistance (phone, email, in person), logging, troubleshooting, escalating, resolving and documenting tickets as required.
Primary Functions
• Serves as a "help-desk" for all PC and telecommunications users, providing first and second tier technical support to internal and external customers, remotely and onsite.
• Installs, configures and troubleshoots all PC-related hardware (desktops, laptops, tablets, printers, etc.), using manual and automated tools, documented knowledge bases, procedures and check sheets as provided. Also installs and troubleshoots desktop-related software and participates in software deployment projects.
• Coordinates the selection, purchase and deployment of cell phones throughout, including troubleshooting. Coordinates setup and configuration requests.
• May perform basic system and application administration tasks (restore files, register users in Text Messaging Archival software, computer adds, reset passwords, new user adds/removes/changes in certain software applications).
• Follows computer equipment Asset Management procedures, including maintaining accurate inventory information, performing physical audits, participating in equipment replacement strategies and helping to maintain organized storage of equipment inventory.
• Prepares operating manuals of well-documented and clear instructions to ensure adequate understanding by users and departmental personnel. Provides or assists in establishing on-site PC-related training for Port employees.
• Provides professional, friendly, customer service at all times, keeping users up-to-date with regular communication.
• Performs related duties as assigned.
Required Education and Experience
Previous minimum education required is an Associate's degree, with course emphasis on computer science, or related field. MCP certification (Microsoft Certified Professional), A+ and/or Network+ certification desirable.
Previous job experience required is a minimum of two (2) years of extensive work with Windows OS, local area networks, and IT Helpdesk support experience. Must have worked effectively within a teamwork environment. Experience deploying and troubleshooting mobile devices such as iPhones, Surface tablets is also preferred.
Additional Requirements
This position requires hands-on implementation, troubleshooting and technical support skills, including in depth knowledge of Desktop and Laptop PC hardware and Microsoft Desktop software. The desired candidate must have the ability to think strategically and understand the business requirements behind technical initiatives
Kevin McCarthy
Liberty Personnel Services, Inc.
410 Feheley Drive | King of Prussia, PA 19406
Direct Line: 484.238.1949
kevin@libertyjobs.com www.libertyjobs.com
http://www.linkedin.com/pub/kevin-mccarthy/0/521/133