Critical Edge is looking for FT and PT Help Desk professionals for a contract to hire position. These positions require you to have experience that will transfer over so that you are able to immediately make an impact. This is a Microsoft Windows based environment. You will provide phone technical support service to internal and external clients by providing a single point of contact to report problems or direct inquiries regarding IT related "break-fix" and "how-to" issues in accordance with appropriate policies and standards. Candidates should possess a passion to resolve user's needs and challenges as well as the knowledge of when it is appropriate to escalate those challenges. Essential Functions and/or duties: - Taking telephone or email inquiries and troubleshooting and managing hardware or software - Researching and resolving difficult and complex user problem - Analyzing and identifying trends in issue reporting and devising preventive solutions - Logging all support call activities - Handle software & hardware support, Active Directory, - Working with a ticketing system, remote application and hardware support - Handle a Microsoft environment/Windows operating systems - Analyzes user problems through various troubleshooting techniques - Logs and dispatches incidents to the appropriate client personnel - Maintains IT service management software - Identify and escalate situations requiring urgent attention - Resolves incidents within appropriate Critical Edge & industry standards - Diagnoses and troubleshoots software, hardware and procedural problems and works to minimize downtime resulting from these issues