Description
RESPONSIBILITIES:- Diagnose problems by asking accurate, concise questions in a professional and timely manner.
- Accurately prioritize, categorize and log calls, re-image work stations, install network devices, perform backups, resolve print queue problems, reset network passwords, manage crisis escalation and transfer calls to other support team members as appropriate, assist in projects as needed.
COMPETENCIES:
- Excellent customer service, interpersonal, organizational and communication skills;
- Ability to work in a fast paced changing environment
- Understanding of Windows based applications; the Internet and networking
- Familiarity with Lotus and Microsoft Suite products; ability to recognize priority issues and escalate accordingly
- Ability to translate technical terms into non-technical language
- Understanding of computer terms and acronyms
- Ability to learn new processes and procedures.
- Associate Degree in Computer Science or equivalent work experience or relevant Microsoft Certified Professional certification.
- 2+ years in PC hardware/software setup or support environment
- 2+ years experience in PC configuration design and management; sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently.
- Good analytical and communication skills, sound judgment, and the ability to work effectively with users and other IT team members.
- TCP/IP
- Windows networking, Windows security, Windows Printing, Windows server , and Windows 7.
PLUS:
- Active Directory
- PC imaging
- Backup Exec or similar
- Lotus Notes and Domino
- LAN & WAN technologies
- VPN.