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Wednesday, May 27, 2020

Work From Home Provide General IT end-user support

Work From Home Provide General IT end-user support



Title: Helpdesk II Technician

Location: Newark/Dover, DE

Duties and responsibilities :

Provide General IT end-user support including:
• Resetting passwords.
• Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems.
• Provide first level contact and convey resolutions to customer issues utilizing a knowledge domain .
• Properly escalate unresolved issues to subsequent level of support with strong supporting documentation.
• Keep peers and management informed of trends, significant problems, and unexpected delays.
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure of all records.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of Service Desk procedures, products and services.

Qualifications

Experience/Education - Required:
• 2+ years’ experience during a Service Desk or technical support role
• 2+ years’ of customer service experience during a professional industry
• Degree in Information Systems, computing (Preferred) or equivalent experience

Technical Skills - Required:
• Strong troubleshooting and documentation skills

Technical Skills – Preferred:
• Active Directory Experience
• Desktop and Laptop hardware support experience
• Understanding of LAN/WAN technologies and protocols

Other Requirements:
• Excellent customer service skills
• Strong attention to detail and powerful communication skills (both written and oral)
• Excellent work ethic
• Problem-solving skills

Competency Statement(s):
• Solution driven
• Detail oriented

Physical Environment & Requirements

Physical Demands:
• Spends the bulk of the day during a stationary position
• Occasionally must move about inside the office to access printers, file cabinets, and other office equipment

Work Environment
• Controlled climate office environment which might include own desk/cubicle space.
• Occasional ability to figure from an off-site location