Help Desk Technician - St Louis, United States - Prestige Staffing

Description

• Monitor, respond to & manage ongoing requests received through the IT Helpdesk ticketing system
• Triage incidents reported through Helpdesk interface, email and phone calls
• Create and update tickets with detailed investigation notes & attempted troubleshooting steps
• Search knowledge base articles, system guides and other documentation for root causes & resolutions
• Utilize critical thinking & problem solving skills to troubleshoot unfamiliar issues
• Troubleshoot issues related, but not limited to operating systems, applications, hardware, printing, user configuration, networking, phone systems
• Image, deploy & ship hardware
• Provision and modify user accounts in Active Directory, Azure, Adobe, and other applications
• Ensure accurate and timely communication with end users & management
• Assist with installing and configuring Outlook on Android and iPhone mobile devices
• Manage onboarding and offboarding procedures related to technology
• Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities
• Create internal documentation for newly identified, repeatable resolutions
• Provide excellent customer service
  
  

• Proficient with Windows 7/8/10
• Proficient with Office 2013, Office 365, Microsoft Teams
• Familiar with Two Factor Authentication using Azure AD
• Familiar with Active Directory, DNS, DHCP, Group Policy, Print Servers
• Basic TCP/IP knowledge and troubleshooting
• Basic Desktop / Laptop hardware knowledge; Installing RAM, swapping Hard Drives, etc.
• Basic Citrix Troubleshooting Knowledge
• Printer configuration and troubleshooting
  
  

• At least 2 years of Helpdesk or similar experience
• Ability to work in the office 50-100%
• Excellent customer service, documentation, and verbal and written communication skills
• Strong desire to learn and problem solve independently
• Positive attitude