HelpDesk Technician
ZIM•Miami, FL
•Onsite
About The Position
The MIS technician supports the desktop computing environment for ZIM offices in the Americas. This position is an integral part of the service desk function responding to tier 1 and tier 2 technical incidents and requests submitted by the end users in those locations. This involves hardware and software support, network printers, and the associated management tools to remotely support that environment. Assists end users in the replacement and troubleshooting of internal systems. This position is highly customer-oriented with a great amount of interaction with the client.
Requirements
- Associates Degree (A.A.) from a two-year college or university
- Minimum of two (2+) years related experience and/or training
- Equivalent combination of education and experience
- Appropriate technical certifications (Microsoft, CompTiA A+) are recommended
Responsibilities
- Provides Tier 1 and Tier 2 support for desktop hardware, software and printer support
- Works with the help desk coordinator to maintain the daily operation of the Help Desk
- Handles maintenance and warranty items on computer equipment
- Identifies, researches and resolves complex technical issues
- Creates and responds to help desk tickets in Remedy System
- Images PCs with corporate image and deploys to end user
- Maintains adequate quantities of machines that can be readily deployed
- Troubleshoots hardware and software problems, printing issues
- Escalates issues to technology peers or manager if unable to resolve
- Proactively communicates with end users regarding ticket status and/or resolution
- Applies patches and upgrades as needed or requested
- Upgrades and configures system software that supports ZIM infrastructure applications
- Maintains operational configurations and performs periodic performance reporting (to support capacity planning)
- Performs hardware upgrades and/or facilitates warranty replacements as required
- Assists project teams during Initiation, Planning, and Implementation phases of our standard Project Management Methodology
- Evaluates, creates, and maintains appropriate reference material to ensure operational configurations, procedures and diagrams are accurately documented
- Shares, communicates, and trains coworkers on procedures to ensure understanding within the department
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
