Help Desk Support Technician

DecisionPoint | Cortek • NC

123d

About The Position

DecisionPoint Corporation is seeking a Help Desk Support Technician to join our team! The Help Desk Support Technician will work in a Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). Problem reporting in the CAPRS is required in both real-time voice and emergency notifications. The candidate will function as a Customer Service Representative (CSR). The candidate identifies and reports on a wide variety of hardware, software, mainframe access and print problem determination/escalation. All employees are considered mission critical and are expected to report even during inclement weather conditions. This position is onsite in Durham, NC.

Requirements

• Must hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician or an A+ certification.
• Minimum of one year experience serving in a help desk role and experience with Windows Operating System workstation/server, Microsoft Systems Management Server (SMS), Microsoft Exchange/Outlook, client/server applications, Transmission Control Protocol/Internet Protocol (TCP/IP), very high speed Backbone Network Service (vBNS), Multi-Protocol Label Switching (MPLS), VoIP, and Cisco routers.
• Minimum of one year of IT call center support experience required.

Nice To Haves

• Ticketing system knowledge/experience (ServiceNow, Remedy or any other ticketing system).

Responsibilities

• Perform the Initial Call Intake function, providing detailed interaction/incident documentation of reported problems utilizing the incident management system.
• Document and provide problem analysis and resolution on a wide variety of hardware, software, video, mainframe, and network problems.
• Dispatch all vendor hardware maintenance requests, following priority levels as defined in the Standard Operating Procedure (SOP).
• Utilize operational communications systems within the Service Center to communicate real-time events to management and customers.
• Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
• Respond to customer calls concerning general inquiries, providing 'how to' assistance for specific problems.
• Accept and process virtual call inquiries for hardware and software.
• Open a call ticket for every customer contact and determine and document scope, impact, and priority; resolve, or escalate to incident (level-2).
• Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
• Close all tickets only when a problem has been resolved to the customer’s satisfaction and all steps to resolve an issue are completely documented in the service tickets.
• Create a report detailing all open, severity-1 issues encountered up until the time of the report creation and submit to the designated distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to the Standard Operating Procedures (SOP).

What This Job Offers

• Number of Employees: 101-250 employees