Help Desk Technician
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 role is for a second shift position, working Tuesday night through Saturday night, from 3:00 PM to 11:00 PM. Lunch is eaten at the workstation while on duty. Overtime may occasionally be required to cover for other staff, but this is expected to be infrequent.
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 in reading comprehension.
- Skill in speaking.
- Skill in service orientation.
- Skill in installation.
- Skill in troubleshooting.
- Skill in critical thinking.
- Skill in 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 support to information system users.
- Provides maintenance support to information system users.
- Provides documentation support to information system users.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
