Helpdesk Technician I in Savannah, Georgia, US at Hargray

Date Posted: 9/25/2018

Job Snapshot

Job Description

Provides first class customer service to our customer base.  Provides accurate and efficient technical support, installation, implementation, maintenance, and training service to customers.  Provides prompt and efficient assistance and problem resolution using accurate and clear communications and applying knowledge of computer software, hardware, and application software.  Provides backup support to the Managed Service Field Engineering Team.

Duties & Responsibilities:

  • Provides first tier support to PC users on multiple platforms and operating systems.
  • Actively participates on after-hours rotation coverage.
  • Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain considerate and cooperative relationships.
  • Remotely installs, configures, diagnoses, and corrects problems for computers, work stations, servers, and services, peripheral equipment, network equipment and associated cabling.
  • Develop and update client system documentation.
  • Ensure updates related to requests, incidents and preventative maintenance are documented in our ticket system.
  • Notifies supervisor of errors or equipment malfunction, reports damaged computers and peripheral equipment to manufacturer, verifies repairs.
  • Manage multiple work streams and multitask.
  • Work with our monitoring platform to proactively reduce customer related issues.
  • Investigates and resolves users’ computer software and hardware problems in an efficient and expedient manner.
  • Answers operational questions clearly and succinctly, and resolves problems, applying knowledge of computer software, hardware, and procedures.
  • Communicates with software and hardware vendors to request service for defective products and to research and resolve user problems.
  • Attends training; reads manuals, periodicals, and technical reports to maintain and increase technical knowledge to meet user needs.
  • Performs other related duties as assigned to ensure the effective operation of the department.

 

Job Requirements

Minimum Qualifications:

 

  • College degree in computer science or related field or equivalent experience.
  • 2 or more years experience with the installation, configuration, and support of PC’s, servers and peripheral equipment.
  • Knowledge of network technologies, including IP routing, network design, Ethernet, routing protocols, and network management.
  • 2 or more years’ experience with current versions of Microsoft Windows Workstation and Server.
  • 365 experience highly desired.
  • 2 or more years VMware experience.
  • 2 or more years experience with Antivirus applications
  • Experience with monitoring platforms.
  • LAN/WAN installation, support, and configuration.
  • Good verbal and written communication skills.
  • Ability to carry 60 pounds in the course of normal duties.
  • Ability to quickly identify, isolate and correct any networking issue utilizing resources available.
  • Ability to work off-peak hours to respond to customer needs and ensure availability of PCs and critical systems.
  • Ability to anticipate and prevent potential user problems. 
  • Valid driver’s license with a history of safe driving record. 
  • Microsoft Certification Preferred.

EOE/Disability