Provide first-tier technical support to end users on issues of basic computer operations, including password reset, ticket escalation, basic troubleshooting and error messages.
Candidate must have the ability to identify, research, and resolve basic technical problems in a Windows environment.
Candidate would need to have acceptable customer service skills, ability to document and track requests for assistance and escalate unresolved issues to higher level of support in accordance with established policies and procedures.
Qualifications
High School Diploma, Associates Degree, Bachelor's Degree Some completed college course work, technical degree such as MCP/MCDST Certification and/or Comp TIA A+ Certification a plus
Basic knowledge of the Windows 7 and 10 operating system and ticketing systems. 3+ Years with HS or 2+ Years with AA or 0+ Years with BS
Hands-on experience with MS Office 2016 Applications, Internet Explorer, Chrome and Outlook
Experience with Windows 7 and Windows 10, Citrix, VPN and Remote access
Experience with HP and Dell laptop and desktop computers, along with a variety of peripheral support
Ability to learn to manage Active Directory user, group and computer accounts
Experience in installation and support of PC hardware and peripherals, such as HP printers
Basic understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration
Knowledge of security applications including antivirus software
Knowledge of Android, iPhone and Blackberry UEM a plus