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Help Desk Support Technician I

  • R0005343
  • Miami / South Florida — Corporate Office
  • October 9, 2018

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Job Description
ESSENTIAL JOB FUNCTIONS:
Primary Duties and Responsibilities
  • Provide level I support for Microsoft Operating Systems which includes Windows XP, Windows 7 and Windows 8.
  • Provide level I support for mobile devices such as iPhone and Android devices including configuration and email sync, manage user accounts through Active Directory (this includes adding and removing users to and from specific groups, unlocking users and adding group policies to workstations).
  • Install, repair and upgrade company-wide applications on workstations, troubleshoot technical support for VPN users (employees in the field or at home), install and configure printers and scanners.
  • Document troubleshooting procedures, operations manuals, Knowledge base, and user guides.
  • Adhere to policies and procedures as per corporate manuals and directives.
Other responsibilities may include:
  • Document internal procedures.
  • Install, test and configure new workstations, peripheral equipment and software.
  • Work on IT projects (independently or with collaboration from others).
  • Respond to request for issues related to computers, printers, faxes, and scanners.
  • Provide LAN (Local Area Network) and WAN (Wide Area Network) remote support to remote users.
  • Administer active directory as related to group policy creation and user administration.
  • Install and configure applications on end user machines.
  • Ensure that tickets in the system queue are being completed in a timely manner.
  • Assist all users with questions, complications, and/or problems.
  • Monitor Helpdesk for tickets assigned to the queue and process based on priority.
  • Modify configurations, utilities, software default settings, etc. for the local workstation.
  • Utilize and maintain the helpdesk tracking software.
  • Assign users and computers to proper groups in Active Directory, perform timely workstation hardware and software upgrades as required.

KNOWLEDGE, SKILLS AND ABILITIES:
  • Knowledge of Computer hardware and major Software Applications.
  • Knowledge of basic Networking Technologies.
  • Excellent Customer Service Skills.
  • Organizational and prioritizing skills.
  • Fluent in English.

EDUCATION / SPECIALIZED KNOWLEDGE REQUIREMENTS:
  • Associate Degree in Information Technology (or related field) preferred.
  • A+, N+ Certifications a plus.
  • At least one (1) year of IT troubleshooting experience preferred.
  • Previous Help Desk or Call Center experience preferred.

The Help Desk Support Technician I will be responsible for providing and maintaining the computer desktop environments by analyzing requirements, troubleshooting and resolving problems, installing and providing software solutions, and providing end users support. You will be responsible for administration and internal support of the Company’s PCs, printers and related equipment from a remote perspective. Tasks include end user support, performing PC maintenance, upgrades and configurations.

Primary Duties and Responsibilities
• Provide level I support for Microsoft Operating Systems which includes Windows XP, Windows 7 and Windows 8.
• Provide level I support for mobile devices such as iPhone and Android devices including configuration and email sync, manage user accounts through Active Directory (this includes adding and removing users to and from specific groups, unlocking users and adding group policies to workstations).
• Install, repair and upgrade company-wide applications on workstations, troubleshoot technical support for VPN users (employees in the field or at home), install and configure printers and scanners.
• Educate end users on how to use the company’s software.
• Create, route, escalate and maintain tickets in company’s ticketing system.
• Document troubleshooting procedures, operations manuals, Knowledge base, and user guides.
• Adhere to policies and procedures as per corporate manuals and directives.
Other responsibilities may include:
• Document internal procedures.
• Install, test and configure new workstations, peripheral equipment and software.
• Work on IT projects (independently or with collaboration from others).
• Respond to request for issues related to computers, printers, faxes, and scanners.
• Provide LAN (Local Area Network) and WAN (Wide Area Network) remote support to remote users.
• Administer active directory as related to group policy creation and user administration.
• Install and configure applications on end user machines.
• Ensure that tickets in the system queue are being completed in a timely manner.
• Assist all users with questions, complications, and/or problems.
• Provide helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor Helpdesk for tickets assigned to the queue and process based on priority.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilize and maintain the helpdesk tracking software.
• Assign users and computers to proper groups in Active Directory, perform timely workstation hardware and software upgrades as required.
• Other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:
• Knowledge of Computer hardware and major Software Applications.
• Knowledge of basic Networking Technologies.

• Excellent Customer Service Skills.
• Organizational and prioritizing skills.
• Fluent in English.

EDUCATION / SPECIALIZED KNOWLEDGE REQUIREMENTS:
• Associate Degree in Information Technology (or related field) preferred.
• A+, N+ Certifications a plus.
• At least one (1) year of IT troubleshooting experience preferred.
• Previous Help Desk or Call Center experience preferred.

Apply to Job