Help Desk Technician Job in Etech Global Services

Help Desk Technician

Summary:

Etech provides - Internal Help Desk Technician to provide phone, chat, email and direct IT support. Must be available some nights and weekends.

Essential Job Functions:

• Troubleshooting all information technology issues, including software, hardware, and networking.
• Provision, deprovision, and audit access rights for all company resources.
• Assist in the management of Active Directory information, ensuring accuracy and regular updates.
• Install and update desktops, laptops, mobile devices, peripherals, networks, and related software.
• Assists end-users in resolving complex technical problems. Resolves and/or refers to highly complex technical problems as appropriate.
• Follows up with end-users to ensure that inquiries are resolved within established SLAs.
• Logs and tracks inquiries using a ticketing system while maintaining historical records.
• Documents and maintains workflows utilized in successful issue resolution.
• Identifies, evaluates, and prioritizes end-user problems and complaints to ensure that inquiries are successfully resolved.
• Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce the need for help desk involvement and end-user effort.
• May provide leadership and work guidance to less experienced personnel.
• Mainly Tier 1, partly Tier 2 Support Level
• Working with a global team, providing Network-/Security Services on a high level of quality.

Key Performance Indicators / Measures Of Success:

• Service level agreements maintained at agreed upon levels.
• Internal satisfaction surveys.
• Minimized downtime on critical infrastructure, where results are controllable.

Additional Skills:

• Team player
• Flexible attitude, reliable
• Network maps and document writing
• Customer-friendly demeanor

IT Experience:

• Networking fundamentals, mainly TCP/IP
• Windows and Mac OS hardware/software experience
• Microsoft Office knowledge, very knowledgeable with Excel in particular
• Active Directory management experience a plus, but not required.
• Virtual Machine deployment and management
• Wireless technologies and protocols know-how desirable
• VPN technologies (IPSec and SSL)
• Relevant technical certification are highly desirable

Basic Qualifications:

• At least a High school diploma or G.E.D.
• Two or more years of technical training or equivalent experience
• One or more years of technical or customer support experience
• Experience with solving computer-related problems
• Experience working with company escalation policy

Other Qualifications:

• Microsoft Office, A+, and Network+ certifications are beneficial, but not required
• Interpersonal skills for interacting with team members
• Communications skills
• Organization skills to balance and prioritize work
• Analytical and problem-solving skills
• Leadership skills to mentor and provide guidance to less experienced personnel
• Ability to work in a team environment
• Configure and administer a defined technology/system (e.g., Hardware, Operating Systems, Network, and middleware) in support of ongoing operations and projects.
• Manage incidents and requests for a defined technology environment
• Provide network specific technical expertise for the support of security network system