Senior Helpdesk Technician InsideTrack Learning
THIS JOB HAS EXPIRED Description
The Senior Helpdesk Technician?s primary job duty is to provide the highest level of IT customer service and support to the Nashville office InsideTrack employees. The incumbent may also provide IT support to remote employees and employees in other InsideTrack office locations, as needed and requested.
SCOPE OF SUPERVISION: N/A
MANAGERIAL RESPONSIBILITIES: N/A
ESSENTIAL JOB FUNCTIONS:
Provide and participate in hands on expertise, support and problem resolution on a regular basis while working within the InsideTrack, Inc. Information Technology Helpdesk Group.
Responsible for monitoring the Help Desk System and other methods of communication, prioritizing user requests and fulfilling/resolving the requests/issues per service level agreements.
Perform software and hardware installation/configuration as necessary or as directed by sr. team members.
Coordinate IT support operations with headquarters? based system engineers, administrators, and management as directed or defined in IT standards and procedures.
Route/escalate issues as necessary using the Help Desk System and/or existing procedures.
Utilize existing procedures to document and track all company IT assets.
Provision and deploy laptops, desktops, and mobile devices to end users.
Assist in creating long-term strategies for growth and maintenance of the IT helpdesk group.
Confer with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.
Assist in documenting existing productivity systems and write recommendations for management review.
Analyze help desk activity and make recommendations for increased organization efficiency and effectiveness.
Interface with 3rd party vendors when necessary.
Perform some analytical, technical and administrative work in the planning, design, and installation of new or existing computer systems.
Follow documented procedures and utilize centralized tools to load images to computers. Incumbent is expected to document specialty installations for the team when encountered and may propose new procedures for improving work flow.
Keep other team members informed of unresolved issues or problems that may need special handling.
Develop effective technical use documentation for end users as well as for technical installation documentation for team members.
Work closely with IT management to identify and resolve issues.
Perform related duties as requested.
Candidates must have 2-3 years of technical experience supporting end-users in a helpdesk setting to be considered. (Candidates will be given a technical assessment in order to be considered.)
Ability to identify and troubleshoot PC hardware and software issues
Ability to support users in an Active Directory environment
Knowledge of Active Directory Administrative tasks
Ability to support MS Outlook with MS Exchange
Ability to troubleshoot network connectivity issues (including, LAN, WAN and VPN)
Ability to troubleshoot local and network printer issues
Excellent verbal and written communication skills
Ability to lift up to 45 lbs
Thorough experience with Windows 7 Professional, Windows XP Professional, Office Suites
General experience with Microsoft Windows Server/Active Directory environment
Basic networking experience
Corporate system security products (AntiVirus, Encryption, Spam prevention)
Remote systems management experience
Ability to evaluate critical systems, prioritize workflow, and determine solutions
Ability and willingness to learn ? if you can Google to find an answer, you are on the right track!
Ability to maintain a professional and effective working relationship with managers and coworkers
Ability to work flexible hours, including evenings and weekends (some 24/7 support may be required)
Ability to learn new technologies and acquire new skills
CompTIA A+ or equivalent certification
Any Microsoft coursework and/or certifications would be a plus
High School Diploma/GED equivalent
Formal or on-the-job training on Windows operating systems (Windows XP and Windows 7) and MS Office/Exchange deployed on both desktops and laptops.
CompTIA Network+ or equivalent (desirable)
5-10% travel (approximately - mainly to other InsideTrack offices in Portland and San Francisco - quarterly)
TYPICAL PHYSICAL & MENTAL DEMANDS:
Requires prolonged sitting with some bending, stooping and stretching; eye-hand coordination and manual dexterity sufficient to operate a keyboard, telephone, photocopier, calculator and other office equipment. Requires normal range of hearing and eye sight to record, prepare and communicate appropriate reports. Also requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment. Ability to lift and carry desk top computers and other technology equipment weighing up to 45 pounds.
||Nashville, TN |
THIS JOB HAS EXPIRED