Help Desk Technician

S R INTERNATIONAL INC • Prairie Township, OH

5d • Onsite

About The Position

Provides call center, maintenance, and documentation support to information system users and/or IT specialists. This includes tasks such as entering meta-data into repositories, performing loading validation, executing unit or system test scripts, providing maintenance support for application software, and developing, organizing, filing, and maintaining platform-specific documentation. This is a second shift position, working Tuesday night through Saturday night, from 3:00 PM to 11:00 PM. Lunch will be eaten at the workstation during duty hours. Overtime may occasionally be required.

Requirements

• Knowledge of computers & electronics
• Knowledge of oral & written communication tools & techniques
• Knowledge of customer support & personal service
• Knowledge of telecommunications (e.g., Microwave, wireless, fiberoptic)
• Knowledge of IT security principles & methods
• Knowledge of Motorola MCC 7500 Radio Console
• Knowledge of MARCS tower sites safety practices (e.g., HVAC, door alarms, etc)
• Knowledge of operating systems installation & configuration procedures
• Knowledge of network standards, protocols & procedures
• Knowledge of platform usage
• Knowledge of capabilities of network equipment including, routers, switches, bridges, & related hardware
• Knowledge of back-up & recovery techniques
• Knowledge of technical writing & documentation practices
• Skill for reading comprehension
• Skill for speaking
• Skill for service orientation
• Skill for installation
• Skill for troubleshooting
• Skill for critical thinking
• Skill for systems evaluation & operational / systems monitoring
• Ability to transport items up to 50 lbs
• Ability to operate help desk software (e.g., Service Now, Salesforce, & Remedy, Cisco Finesse, Jabber (for call center), IRIS, Powershell, Genesis, UEM, Grafana, MS Office 365 apps)
• Ability to carry out instructions in written, oral or picture form
• Ability to understand manuals & verbal instructions technical in nature
• Ability to stay abreast of current technologies in area of IT assigned
• Ability to deal with problems involving several variables in familiar context
• Experience in Help Desk Software (e.g., Service Now & Remedy, IRIS, PowerShell, Genesis, UEM, Grafana)
• Capable of High-Level Documentation and Attention to Detail in Service Now / Ticketing solution.
• Service orientation
• Installation
• Troubleshooting
• Critical thinking
• Systems Evaluation & Operational / Systems Monitoring

Responsibilities

• Provides call center, maintenance, and documentation support to information system users and/or IT specialists
• Enters meta-data into repositories
• Performs loading validation
• Executes unit or system test scripts
• Provides maintenance support for application software
• Develops, organizes, files, and maintains platform specific documentation

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed