First Response Technician/entry Level Help Desk - Cranston, United States - CMIT Solutions

Description

• Resolve customer issues within the 15minute timeframe or escalate for the resolution to the Help Desk.
• Collaborate with coworkers to diagnose and resolve problems.
• Offer technical assistance on configuration, set up, maintenance, and troubleshooting computer systems, hardware, and software.
• Active Directory Domain User Create new accounts
• Password resets
• Unlock locked accounts
• Disable accounts

• Create new mailboxes
• Password resets
• Modify/Delete mailboxes
• Create/Modify Distribution
• Smartphone setup
• Troubleshoot ADSYNC failures
• Enduser Remote Access Setup LMI End-User Remote Access
• Vendor Management
• Server & General Troubleshooting NOC Call
• Server down alert
• Printer (Network)
• Workstation & General Troubleshooting Running cleanup on slow computers
• Application Updates
• Determine the best solution based on the issue and details provided by the client
• Document tickets in the tracking system, record actions, and follow up on deferred actions
• Keep clients informed of progress and status of tickets throughout the resolution
• Identify and suggest possible improvements on any and all internal or external procedures
• Maintain industry expertise by learning new and evolving technologies and by attaining desired professional certifications.
• Soft Skills:
• Customer Service
• Communication
• Writing
• Problem Solving
• Critical Thinking
• Multi-Tasking

• Customer service skills
• Exceptional verbal and written communication/presentation skills
• Excellent listening skills with the ability to ask the relevant question to the client
• Selfmotivated and can work individually or as part of a team

• High School Diploma
• Recommended 1 year of experienceCMIT Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws