IT Helpdesk Technician

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  • Division: Corporate
  • Location: McClellan
  • Recruiter: Rhonda Godinez
  • Email: godinezrh@villara.com
  • Description: The primary goal for the IT team is to provide prompt and courteous service to the end user so they can be more productive. Preferred candidates will have exceptional verbal and written communication skills, troubleshooting experience in a Window-based environment and a strong emphasis on customer service                                                                                                                       Responsibilities of the Job
    • Provide first point of contact for all phone and email requests for company-wide issues
    • Answer phone calls, help employees to resolve application, phone, printer, or computer problems
    • Maintain record of all helpdesk tickets, including telephone calls, sessions, e-mail, etc. and resolution of each ticket
    • Elevate complex issues/problems to appropriate resources, including third-party vendors, track progress, follow up as required, and ensure timely resolution of helpdesk tickets
    • Configure and install new or replacement Windows based PCs, laptops and network printers
    • Contact hardware vendors for warranty replacement/repair
    • Maintain inventory supplies (toners, peripherals, etc…)
    • Maintain and update an internal knowledgebase of resolutions to reported problems
    • Troubleshoot and correct problems either through onsite visits or remote access
    • Provide technical solutions to help improved workflow
    • Other duties as assigned by the IT Management
    Training/Certification
    • Minimum two years of helpdesk or technical support experience
    • A+ Certification or equivalent experience
    • Excellent communication, organizational, and collaborative problem-solving skills
    • Excellent service demeanor to support the technical needs of a user group with minimal technical knowledge
    • Full understanding of desktop, printer, and scanner hardware
    • Experience with AD, SCCM, SAP and MDM.
    • Manage Verizon phone account
    • Networking knowledge (TCP/IP, DHCP, DNS, VPN, Wireless)
    • Full working knowledge of MS Office Suite
    Education
    • Minimum two-year degree (A.A./A.S.)
     
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