Manassas, VA , United States
Handle incoming phone e-mail and ticket requests from the end user community regarding computer or systems assistance, receive prioritize, document, and actively resolve end user help requests. Problem resolution may involve the use of diagnostic and remote tools and well as ticket tracking tools. Handle any system access including resetting passwords creating user accounts folders groups and file accesses as well as help at the desktop level for standard applications software.
Track service event tickets through the life cycle of the ticket which includes opening to closing the ticket. - Resolve 1st Level end user support requests - Perform password resets for approved network systems - Perform remote management of user’s PC to resolve basic to intermediate level support calls - Escalate higher level support calls to the appropriate support department(s) and personnel - Monitor all open calls in the ticket tracking system including calls sent to other support departments and provide follow - up with the end user - Provide inventory management responsibilities for consumable items and provide inventory reporting to management as needed - Receive and manage Web printer support alerts and escalate to the appropriate support resource(s). This may incorporate other printer vendor’s methodologies also - Have knowledge of computer imaging tools and perform software installation for PC equipment - Provide basic Desktop Laptop and Printer break fix repair processes - Provide installation and deployment processes for PC - Laptop and peripheral equipment Key Outcomes of the Position - As a Premier provider of Support Services this employer strives for the methodology by placing the client first and maintaining the highest level of integrity of Customer Service as core principles - Provide high quality help desk support to each end user by assisting them with managing and resolving IT related support needs to minimize delays related to technical issues across the organization - Provide the end user with helpful resolutions to assist them with daily support needs and requirements - Attention to detail and a Professional demeanor
- Ability to manage confidential and proprietary company information - Ability to travel locally as needed Experience and Educational Requirement - Associate technology degree or equivalent work experience - 2 years experience in a Customer Service environment - Technical certifications preferred and/or working toward (Comp Tia Microsoft etc.)
Physical Requirements - Sitting for extended periods of time - Dexterity of hands and fingers to operate a computer keyboard and mouse - Working conditions are normal for an office environment - Majority of the time will be spent on the phone and sitting at a computer - Lifting and transporting of moderately heavy objects such as computers and peripherals - Ability to lift 40lbs Any mix of days and or time as long as it is a fixed schedule. There is no travel involved except walking to adjoining buildings.
• EDUCATION: A.S. or B.S. in Computer Science
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