Service Desk Tech

Company Name:
Service Desk Tech Overview: Coordinates, diagnoses and troubleshoots incoming employee calls. Provides support
to employees and clients with technical problems and
information technology
issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support. Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.Responsibilities: - Provide Support Desk call functions that include: phone calls for assistance, email assistance requests, and content for the knowledge base (ie support procedures, tips and tricks, work-around options, how to, etc.) used for reference by other Support Technicians and clients. - Provide Workstation inventory processes: Images, distribution,
, replacement, configuration, upgrades, security/encryption, and the like. - Provide technical expertise to diagnose and resolve hardware and software related problems. - Monitor Customer Satisfaction metrics; service delivery; suggest adjustments in the Support Desk functions when needed to improve service delivery. - Maintain data associated with Support Desk functions; report, trend, and analyze results to understand capacity and improve service delivery; provide root cause analysis on chronic issues. - Support the review of system architecture and recommending improvements to service delivery. - Accurately manage IT asset inventory and software licensing compliance. - Manage various user accounts such as Windows domain, email, and calendar, ensuring that the appropriate levels of security are maintained while enabling users to complete their work effectively - Ensure all end user systems have up-to-date anti-malware protection. - Create, analyze, summarize and monitor usage reports. Qualifications: - Competency with managing client and server devices in a Microsoft Windows domain, utilizing at minimum these tools: MS Active Directory, MS Group Policy, MS File Services, MS Print Services. - Ability to lift and haul equipment up to 50 lbs and crawl under workstations to install and maintain equipment. - Minimum of three years of Workstation and client support responsibility in a technology organization - Experience with software development life cycle using structured processes - High School Diploma or equivalent - Must be self-motivated with ability to work and multi-task in a fast paced decision making environment Assets: - Bachelor's degree in Business Administration, Information Technology,
Science or related field is preferred. - Experience in a lending environment is desired. - Expert skills in Microsoft Excel, including the ability to utilize the following functions: V-Lookup, H-Lookup, Concatenating formulas, Conditional formatting, and Pivot Tables is highly desired. MYK62683JR

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