Help Desk

Level 1 & 2 Helpdesk Support Technician

80-90% over the phone and around 10-20% desk side support

Supporting over 600 users primarily in US, however there are some in South America, Germany, and UK

Position is for someone with 1-3 years’ experience (preferably not someone with more than 4-5) within Level 1 and 2 support area - supporting Windows 7 and Microsoft Office 2010

Daily Basis Responsibilities:

• Work within process/structure
• Work within team to manage 15-20 calls per days along with managing the INBOX with other team members
• Most issues are "password resets / Email Questions like "how do I set up an archive" or "how do I deal with size constraints for my inbox"
• Dealing with Viruses
• VPN issues (they use Cisco VPN, but do not need experience with that)
• May help with creating training manual at some point
• Creating tickets as issues arise and elevating if necessary
• Understand and not be afraid to ask for help when necessary

• High school diploma required. College preferred.
• Knowledge in Windows OS, , MS Office application, and MS Outlook/Exchange, extensive troubleshooting in Internet Explorer
• General understanding of LAN/WAN, printer configurations, Windows user environments and troubleshooting desktops, laptops, and peripherals
• Strong interpersonal and communication skills
• Either working experience in a technical support role or a technical degree
• Previous customer service experience a plus
• Team player
• Ability to multitask
• Positive attitude

All your information will be kept confidential according to EEO guidelines.