Help Desk - 4yrs of IT experience
Provide first level technical support for software, hardware and
connectivity issues to internal company employees and external
customers. Responsible for responding to requests received via
telephone calls, E-mail or submitted through the work orders
system. Requests are researched and resolved in a timely manner in
accordance with current Help Desk standards. They acquire and
maintain knowledge of XP Pro, Windows 7 operating systems, MS
Office applications including Outlook, MS Exchange, Internet
Explorer, People Soft and a variety of developed applications.
Support policies and standards in order to provide technically
accurate solutions to customers. Participate in team projects that
enhance the quality or efficiency of Help desk services.
? Responsible for communicating technical information to customers
and team members.
? Provides Help Desk Services that meet or exceeds the initiatives
identified by End-to-End Services teams and Operational departments
? Supports incoming calls for approximately 16,000 internal
employees ? Manages Help Desk E-mail queues
? Incident Owner -responsible for initial submission of incidents
and closure of all incidents
? Supports company acquisitions
? Participates on End to End Service teams or special project
? Responsible for training the new Help Desk team members and
provides on-going training for all team members on topics they are
a SME in.
? Provides customer training for Meeting Place and Outlook.
? Maintains Help Desk internal documentation and content of
customer facing website
? Must be able to effectively handle stressful situations
? Ability to work in fast paced environments and adapt quickly to
? Strong problem-solving and trouble-shooting skills
? Commitment to maintaining the highest standard of customer
service is essential with outstanding oral and written
? Support Disaster Recovery Plan
? Technical professional with minimum of 4 years of experience in
IT Support role.
? Highly experienced in supporting IT architecture across multiple
facilities, providing field support, network and e-mail
Preferred Additional Skills:
? Exceptional communication, Interpersonal, multi-tasking,
technical, organizational skills.
? Experience with Remedy ticketing system a plus
Candidate must be able to work shift 1,2 or 3 and be flexible.
We are an equal employment opportunity employer and will consider
all qualified candidates without regard to disability or protected