Help Desk Technician
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POST DATE 8/19/2016
END DATE 11/19/2016
SmartSource Technical Staffing
JOB DESCRIPTIONDays/Hours: Tuesday-Saturday 10PM-6AM | $20.00 Hourly Rate | Columbus, OH.
Role: SmartSource is in need of a Help Desk Technician for a 3-6 month+ opportunity located in Columbus OH. The days/Hours will be 10PM-6AM Tuesday-Saturday. Tier 1 Technical Support Specialists are responsible for maintaining user uptime through remote monitoring and maintenance, trouble-shooting and problem resolution, and sustaining a positive company image through exceptional customer service. This Position Entails:
. Troubleshooting users' networks, equipment, software and services over the phone and with remote control technologies.
. Utilizing our remote monitoring and management (RMM) and professional services automation (PSA) solutions along with other service-specific tools and technologies to deliver remote user support services and update service request information.
. Assigning ticket severity, prioritizing work accordingly, and collaborating with other staff and vendor support resources to resolve issues.
. Providing technical assistance and consultation to other members of our organization.
. Accurate documentation of all of the above activities.
. Ongoing training in new technologies and methodologies, as well as for vendor certification.
. A passion for teamwork, continuing education, problem solving and exceptional customer service.
. Must pass a drug, credit and criminal background check before starting
. 1-2 years experience working in the IT Field
. Basic knowledge of all currently supported Microsoft desktop operating systems and Microsoft Office.
. A working knowledge of Windows Command Line and Network Printing.
. Familiarity with File and Folder Security and x86 hardware, components and troubleshooting.
. Familiarity with Storage technologies (performance, interconnect, data protection).
. An understanding of User expectations and typical IT policies and procedures.
. Beginner knowledge of Active Directory, DNS (Internal and Internet), Mac OS, Network Management Technologies (WMI, SNMP), and Group Policy.
. Beginner knowledge of trouble-shooting mobile devices such as BlackBerrys and iPhones
. A simple understanding of Network Management Technologies (WMI, SNMP).
. One year of technical support experience, schooling, or equivalent.
. Excellent written and verbal English.
. Reliable transportation.
Skills and Abilities:
. Professional and articulate, yet still approachable.
. Intuitive about what to say, when, and to whom.
. Interpersonally adept, yet work focused.
. Technically proficient, but not a know-it-all.
. Excellent with time-management, multi-tasking, and organizational skills.
. Are a collaborator with strong listening, facilitation and persuasion abilities.
. Are a strategic thinker and have strong hands-on leadership and planning skills.
. Can set up a printer network and find a Command Line.
. Are passably comfortable with both Windows and Mac OS.
. Know what DNS means.
. Like to learn and learn quickly, even under pressure.
. Have the ability to multi-task and prioritize tasks according to urgency and importance while remaining calm and focused.
. Ability to convey technical concepts and recommendations to non-technical people.
. Must have excellent communication and customer service skills.
Troy Hawkins | Sr. Technical Recruiter
404-592-4134 | Thawkins@smartsource-inc.com