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Sun Feb 11, 2018 - 1 week ago

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Help Desk Technician

Help Desk Technician


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**job details:**


+ location:Richmond, KY

+ date posted:Friday, February 9, 2018

+ job type:Permanent

+ reference:601345


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**description**


Purpose of the Position:


Provide Desktop Support Services during the following hours: 6:00 a.m. - 6:30 p.m. ET Monday through Sunday


Desktop Support Technicians are responsible for PC workstation end-user support, including the following tasks:


- Provide desk side support (Level 1.5) to all internal users


- Provide second level support via the telephone or in person to resolve problems escalated by the Service Desk or Client IT management.


- Provide timely follow-up and status to end users/Service Desk on incidents not resolved immediately.


- Escalate and manage service requests according to defined policies and procedures.


- Perform trouble resolution, break/fix, desk-side support, hardware/connectivity support, and upgrades on installed equipment.


- Repair, service and install desktops, printers, laptops and other peripherals utilized and supported within the Client facility, as well as repair, service and install approved and tested software packages on Client equipment.


- Support non-standard hardware equipment and software packages on a best-effort basis.


- Coordinate with Client applicable groups to schedule and coordinate all I/M/A/C activity.


- Perform required hardware repair and software support on all supported systems or work with appropriate warranty vendor.


- As required, install devices with operating system, software load and configuration


- Use ticket data to determine what incidents can be resolved earlier in the process.


- Exhibits regular, reliable, punctual and predictable attendance


- Single point of customer resolution for all desktop technology devices including desktops, laptops, tablets, mobile devices, printing, wireless networking, audio/visual equipment, etc.

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