Technical Service Desk Support I Ntirety Technologies

General Purpose

The position requires receiving trouble calls and logging accurate and concise trouble tickets. Responsible for updating tickets daily, managing trouble tickets efficiently and providing appropriate follow-up with clients and DBA Team.
Must have a understanding of Operating systems, basic UNIX, LINUX, WINDOWS and networking skills. Of critical importance are excellent customer service and communication skills. Being able to quickly learn new database support skills is also very important for the candidate to be successful in this position.
Main Job Tasks and Responsibilities

- respond to requests for technical assistance via phone and electronically
- diagnose and resolve technical software issues
- research questions using available information resources
- advise client/DBA on appropriate action
- follow standard help desk procedures
- log all help desk interactions in ticket system
- redirect problems to appropriate resource
- identify and escalate situations requiring urgent attention
- track and route problems and requests; document resolutions
- prepare activity reports
- stay current with system information, changes and updates

Additional Duties:

- Apply Microsoft Windows updates
- Download the Microsoft Baseline Security Analyzer
- Perform Microsoft Audits
- Education and Experience
- 2 yr Associate Degree in Computer Science or related field.
- Ntirety will provide training
- Understanding of UNIX, LINUX, Windows, Oracle, SQL Server, MySQL a plus

Key Competencies

- oral and written communication skills
- learning skills
- customer service orientation
- problem analysis
- problem-solving
- adaptability
- planning and organizing
- attention to detail.

Location:	980 Washington Street Suite 124 Dedham, MA 02026 United States