Help Desk Coordinator I

Shenandoah Telecommunications Company•Edinburg, VA

23h

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. 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.

Requirements

High School diploma is required.
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.

Nice To Haves

Associate’s/Technical Degrees (two years) is preferred.

Responsibilities

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

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