Job Description
The Help Desk duties which may include, but are not limited to: Providing outstanding customer service for Tier 1 service requests, incidents, and problems reported by Clients. The Technician will troubleshoot and resolve technical and procedural issues in an efficient and timely fashion over the phone, in person and through remote connectivity software. Help requests will come from our clients through email, phone calls, or the help desk system. The Help Desk Technician will ensure that all Service Desk requests, incidents, and problems are entered into ticket tracking system with accurate, detailed information. This position is also responsible for procurement, issuance, tracking of new and/or replacement computers/peripheral devices for customers as needed, ensuring replacement device is working properly.
Must be able to work flexible hours with the understanding that workdays can be in excess of normal hours and some weekend and holiday work may be required.
Responsibilities:
• Help Desk or Service Desk experience
• Fundamental Client Network configuration and troubleshooting using TCP/IP over Ethernet, Wireless Networking and WAN
• Printer installation, maintenance, and troubleshooting
• Installation, management, and support of Malware removal tools (anti-virus, anti-spam)
• Maintenance and upgrades of desktop PCs, thin clients, peripherals, laptops and the software that they contain Provide hardware and software technical and procedural support to external clients
• Knowledge and hands-on experience with the following: Operating Systems: Windows 2008/2012 Server, Windows XP/7, and Windows 8.1.
• Windows Server Activate Directory Experience (Create, Edit and Delete Users Accounts, Unlock Account, Group, Permissions)
• Microsoft Exchange Knowledge
• Working knowledge of remote connectivity technologies such as Citrix, VMware View, Team Viewer, VNC and Microsoft Remote Desktop
Required Experience and Qualifications:
• Associate’s degree or currently enrolled in a IT related degree program; experience may be substituted for education
• Entry Level with 1-2 years’ Experience in related field
• Effective customer service, and verbal and written communication skills Strong organizational and analyzing skills
• Ability to work independently and as part of a team
• Professional attitude, self-motivated, strong work ethic and the ability to work in a fast-paced and dynamic environment
• Be committed to Ozkar Services mission, and be willing to go above and beyond
• Ability to be “on call" and “on standby" in relation to the workload
• Ability to complete on-the-job and/or classroom training in order to remain competitive in Information Technology field.
• Working Knowledge on Ticketing System ConnectWise and Management Console LabTech
• Must be able to Multitask in stressful office environment
• Technical Certification Requirements: Comp-TIA A+, Comp-Tia Network +, Microsoft MSCE, Cisco CAN
Work Environment:
• Employee must be able to travel to other work sites as required
• Must be able to lift 75 lbs
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