The Help Desk Specialist is responsible for providing end user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established procedure and instructions to identify, research, and resolve technical problems presented through Level I and II Help Desk tickets. Documents, tracks and monitors the problem to ensure a timely resolution.
Responsibilities include:
- Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network
- Triage Level I and Level II trouble tickets
- Resolve connectivity issues
- Upkeep of active directory for incoming and outgoing personnel
- Upkeep of network topology and IT assets
- Resolve day-to-day computer and network related problems with the up most efficiency and time management
- Alteration of print server to allow any changes to the network or networkable printers as need be
- Verify issue resolution on the customer’s behalf
- Verify with the customer that the issue has been resolved and update the ticketing system
- Interface with infrastructure, database, and development personnel
- Communicate plan, progress, and issues in a timely manner
- Actively contribute to ongoing process improvement
- Performs other duties or special projects as assigned
- Ability to complete multiple simultaneous projects in a timely manner
Required Experience or Knowledge of the following technologies/functions:
- 2 or more years customer support/help desk experience
- Experience using Remedy ticketing system preferred
- Strong communication, interpersonal, and analytical skills
- Ability and desire to provide excellent customer-service to internal customers
- Strong knowledge of MS operating systems and applications
- Ability to work independently and in a dynamic environment
- CompTIA A+ certification required
InterImage, Inc. is an Equal Opportunity Employer and strives for diversity. We offer competitive compensation, flexibility and a great benefits package that includes paid holidays, sick leave and two weeks paid vacation during your first year of employment. We also offer healthcare, life insurance and disability coverage, a retirement savings plan (401K), Flexible Spending Accounts for healthcare and dependent care expenses, and subsidized transportation programs.
