Help Desk Coordinator I

Shenandoah Telecommunications Company • Front Royal, VA

13d

About The Position

Using problem solving, communication and interpersonal skills, along with patience, a friendly attitude and ability to work in a team environment. Must have strong technical understanding of technology, including various hardware, software and networking systems being supported. Job Responsibilities: Basic professional concepts, Tier I personnel respond to requests received through email, web sites, via phone, walkup or chat. Support for basic user issues, solving problems and fulfilling service desk request that need IT involvement. If no solution is available, Tier I personnel escalate incidents to tier II. Following standard practice, normally receives detailed instructions on all work, requires no previous experience. Incident Management Respond to Incident Tickets of unplanned events based on ITIL concepts Track (Who, What, When, Where, Why & How) Adhere to KPI/SLAs set forth by management Triage (Work or Move) using knowledgebase articles PC Application Management Install, uninstall and configure pc applications based on incident triage measures (Individual Installations) PC Quality Assurance Validate software applications are working as designed to the satisfaction of the user

Requirements

• High School diploma is required. Associate’s/Technical Degrees (two years) is preferred.
• 0-2 years of desktop/pc technician experience is required.
• 2-3 years of Microsoft experience is required.
• Basic desktop installations to include printers, Windows OS, and other software.
• Installing new technologies and teaching end users how to operate them
• Providing remote technical support via internet or phone
• Maintaining operating systems by repairing hardware and configuring software
• CompTIA A+ Certification is required.
• This position requires a valid driver’s license for occasional daily and overnight travel.

Responsibilities

• Respond to requests received through email, web sites, via phone, walkup or chat.
• Support for basic user issues, solving problems and fulfilling service desk request that need IT involvement.
• Escalate incidents to tier II.
• Respond to Incident Tickets of unplanned events based on ITIL concepts
• Track (Who, What, When, Where, Why & How)
• Adhere to KPI/SLAs set forth by management
• Triage (Work or Move) using knowledgebase articles
• Install, uninstall and configure pc applications based on incident triage measures (Individual Installations)
• Validate software applications are working as designed to the satisfaction of the user

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED