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

Description

Responsibilities

· Monitor, respond to & manage ongoing requests received through the IT Helpdesk ticketing system

· Triage incidents reported through the 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

Experience

· 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

Qualifications/Skills

· 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