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IT Helpdesk Support Technician
General Description: The Helpdesk Support Technician is a member of the Operation Smile technology team who assists with installation, maintenance, and support of PC/Desktop related issues as well as interfaces with end users on a variety of technical issues. This person is the first responder to helpdesk tickets, telephone calls, email, and personnel requests for technical support. Working directly with the end user, the Technician documents, researches, tracks and monitors various problems to ensure a timely resolution. Essential Functions: Interview end users, in person or remotely, to collect information about various technical problems and successfully guide them through diagnostic procedures to determine the source of the issue. Open, log, and track helpdesk tickets. Successfully recognize routine technical issues, research, isolate, resolve, and follow-up with the end user. Troubleshot core services including: file, e-mail, print, web, portal and network/transport. Perform basic installation, configuration, and deployment of desktop/laptop computers and peripherals. Troubleshoot basic issues where necessary. Tests software and hardware to evaluate usability and application for specific end user tasks. Writes or revises user training manuals and procedures. Trains end users on successful use of software and hardware. Experience Required (education/work): 2 to 4 Years job experience in IT helpdesk function using a helpdesk ticket system. Basic to advanced troubleshooting skills in Windows environment. Strong knowledge of Microsoft Windows 8, 7, and Microsoft Office 365 and below. Mac OS a plus, IP phones also a plus. Basic understanding of AV equipment such as smart boards, Polycom and projectors. Mobile device support such as IPad ,IPhone and Android devices. Experience installing and troubleshooting computer hardware Virus and Malware remediation skills and PC imaging. Certification: A+, N+, MCP or other base certification necessary. Advanced certifications a plus. Characteristics/Skills Required: A knack for troubleshooting basic IT issues Strong written and verbal skills Strong customer service skills Attention to detail and completeness Effective planning and organizing skills Effective problem solving techniques Excellent time management skills