Help Desk Spec 1 - Washington, United States - IntelliBridge LLC

Description

Handles incoming calls and system alerts, logs and refers the calls and alerts as appropriate, and assist users either in person, over the phone, or both.

• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and update the database to reflect the status and resolution of any user problems.
• Maintains records of contacts and system problem/resolution logs for trends analysis.
• Performs basic account management such as: resetting passwords, unlocking accounts, and modifying user groups.
• Diagnose causes of PC and server hardware problems/failures and repair/replace/adjust faulty PC and server hardware components.

• Install boards, peripheral devices, new PCs and servers, etc., including making any necessary network connections.
• Move, reinstall, and configure PCs, servers, printers and other devices while making any necessary network connections.
• Work with higherlevel staff on system hardware and software problems, cable plant redesigns and expansions, cable plant documentation, etc.
• Provide technical support for standalone and network printers, including high capacity, highspeed printers.
• Provide enduser help to BLS staff in the use of BLS standard operating system software and commercial software such as Microsoft Office.
• Responsible for logging and tracking incident and problem issues in the trouble ticketing system throughout the incident and problem lifecycles and communicates with the affected customers to keep them apprised of restoral status in accordance with approved processes and procedures.

• One (1) year experience in customer/user service, either in person, over the phone, or both.
• One (1) year experience with Microsoft Windows client or server operating systems.
• One (1) year experience with commercial office automation software.
• One (1) year experience in diagnosing and resolving PC and printer problems.
• Knowledge of client systems in a network environment, including the basic operation of network switches and cabling.

• As required, inventories user equipment/accessories, sends/receives replacement computers/parts and update the database to reflect the status and resolution of any user problems.
• Maintains records of contacts and system problem/resolution logs for trends analysis.

• CompTIA A+, CompTIA Network+ certifications are preferred.

• Must be able to achieve and maintain a Public Trust.