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Help Desk Support Technician

Company: Project Worldwide
Location: Smyrna
Posted on: January 12, 2022

Job Description:

The IT Help Desk Support Technician is primarily responsible for providing excellent customer service and support in a responsive, respectful manner to end users on various computer issues. Additionally, installs and maintains computer hardware, software, printers, and other peripherals.
Essential Responsibilities:
This position provides support to end users on a variety of issues:

  • Monitors the Help Desk incident tracking system to respond to problems identified by users in a timely manner.
  • Supports and maintains laptop and desktop computers
  • Takes user requests over the telephone, e-mail, and documents all the Help Desk incident tracking system issues.
  • Identifies, researches, resolves, or escalates technical problems.
  • Troubleshoots, resolves, or escalates hardware and software problems proactively or as identified by users.
  • Installs, configures, and maintains desktop, laptop hardware, and software
  • Instructs users in the use of equipment and software.
  • Identifies and resolves system security issues to include antivirus, spyware & system software updates.
  • Supports and maintains voice communications systems.
  • Provides support for audio-visual equipment.
  • Aid and support IT department as needed.
  • Able to react to change productively and handle other essential tasks as assigned.
    Essential Knowledge, Skills, and Abilities:
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
    • Strong business skills
    • Strong analytical skills
    • Decision making and problem-solving skills (i.e. debugging and testing)
    • Strong knowledge of MS Office and G Suite applications
    • Ability to prioritize multiple tasks and work with end users to meet appropriate deadlines
    • Strong communication skills (oral and written); the ability to communicate technical material in a non-technical manner to be understood by the end user community
    • Strong interpersonal skills
    • Great attention to detail
    • Strong knowledge of desktop and notebook configuration in a networked environment.
    • Strong knowledge of the Microsoft operating system(s) (Windows 10)
    • Strong understanding of the most recent macOS versions
    • Minimum two years Help Desk Support experience

      Non-Essential Knowledge, Skills, and Abilities:
      • Exposure to network operating systems and basic networking principles
      • Knowledge of the following Microsoft Server operating systems, Lotus Notes, Microsoft Active Directory end-user administration, JD Edwards, Cisco IP Telephony, Jamf, Apple Business Manager, Carbon Black, and Service-Now.

        At Project, each person is unique in their background - ability, age, race, gender, orientation, religion, status, and viewpoint - and is an essential thread in the fabric of our family of agencies. Project Worldwide is an equal opportunity employer where every one of our people has the right to work in an environment that is respectful, safe, and gives them space to be their authentic selves. That is our philosophy and therefore our pledge: to build this mindset into our culture, our day-to-day practices, and ultimately our work on behalf of our Jobble

Keywords: Project Worldwide, Smyrna , Help Desk Support Technician, Professions , Smyrna, Tennessee

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