Mid-Level Help Desk Technician

Company: Chenega Corporation
Location: Macon
Posted on: April 10, 2021

Job Description:

Summary The Mid- Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner. Responsibilities * Build rapport and elicit problem details from help desk customers.* Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.* Communicate solutions to end-users.* Prioritize and schedule problem resolutions. * Escalate problems when required, to the appropriate next level.* Use ticketing system to record, track, and document the Help Desk request.* Apply diagnostic utilities to aid in troubleshooting.* Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.* Identify and learn appropriate software and hardware used and supported by the organization.* Perform remote fixes at the desktop level, including installing and upgrading software.* Perform preventative maintenance, including checking and cleaning of workstations, PC's, laptops, printers, and peripherals.* Test fixes to ensure problem has been adequately resolved.* Perform post-resolution follow-up to help requests.* Provide one-on-one end-user problem resolution for approved software.* Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.* Create and configure user ERP, e-mail, Active Directory, etc. profiles and accounts.* Help install local area network cabling systems and equipment such as network interface cards, hubs, and switches.* Other duties as assignedQualifications * High school diploma/GED and 2+ years of relevant experience * Experience using Windows Deployment Services for client imaging * Operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or government approved equivalent * A combination of additional experience, education, and training may be used in lieu of certification* CompTIA Security + certified or government approved equivalent* Current, valid US driver's license* Background check required* #Chenega Systems, LLC*

Keywords: Chenega Corporation, Macon , Mid-Level Help Desk Technician, Professions , Macon, Georgia