Our client is looking for a Help Desk consultant to provide support when either customers or colleagues run into technical issues.
Identifies, troubleshoots, researches and resolves technical problems. Field calls or emails from end users who are having trouble with some aspect of an IT system.
Listens to a description of the problem and accesses information about the specific system or application the user is trying to operate, to resolve the problem.
Make suggestions, attempt different means of fixing the issue until it is resolved. In the unlikely event that the problem persists refer the problem to a higher-level technician and may suggest a workaround until the problem can be permanently resolved.
Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a field.
4 years - Phone based technical support
2 years - Problem documentation and communication
5 years - Respond to customer requests (verbally and in writing)
5 years - Ability to communicate effectively with both executive leadership, peers, and application users
3 years - Ability to evaluate customer needs effectively and evidence of using good judgment.
3 years - Ability to log, organize and prioritize work
5 years - Ability to perform Help Desk services
3 years - Able to work independently
5 years - Analytical/problem solving skills
5 years - Customer Service
3 years - Excellent oral and written communication skills and advanced customer support skills
Valid State of Wisconsin Driver’s License
An ability to be adaptive and thrive in a fast-paced, changing environment
3 years - Active Directory Tools
3 years - Desktop Management (LANDesk, SCCM, etc.)
3 years - Experience troubleshooting technology support issues
3 years - Remote desktop support tools (RDP, SCCM, etc.)
3 years - Trouble shooting all hardware.
3 years- MS Windows 7 & 10
Ability to handle multiple tasks, set priorities, schedule and meet deadlines.
Experience supporting a large customer base (2000+ employees) working in multiple locations
A+ CompTIA certification or MCSE
Experience with ITIL V3 framework and process
Installation and Maintenance of PCs
Knowledge of PowerShell
Two-year college degree in a relevant discipline such as computer science or information systems