Job Description

JOB SUMMARY
This position will be the first point of contact for IT and is responsible for providing tier 1 hardware and software technical support to internal users, contractors, and vendors.

QUALIFICATIONS

• Solid understanding of Service Desk and Customer Support center operations.
• Minimum of two (2) years of hands-on experience troubleshooting various hardware and software products, including but not limited to desktops, laptops/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.
• Possess a proactive approach with the ability to solve problems.
• Able to work on multiple projects, activities, and tasks simultaneously.
• Possess excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers as needed to effectively train or advise them on information technology issues.
• The ideal candidate should hold one or more of the following certifications:
  • CompTIA A+, CompTIA Network+, CompTIA Security+
  • MCSA: Windows 10
  • MCSE: Desktop Infrastructure
  • ITIL
  • Udemy IT Help Desk Professional
• Other vendor or vendor-neutral networking certifications may be considered on a case-by-case basis.

RESPONSIBILITIES

• Responsible for providing tier-one network and systems support by answering, responding, and solving customer’s technical requests in a non-scripted environment.
• Establishing new users including network, email accounts, and maintaining accurate and complete user information in Active Directory.
• Maintaining service desk request tracking software and utilities, monitoring service desk user support and recording and tracking all service desk activities.
• Assisting with asset management of computers, peripheral devices, and printers.
• Writing customer communications, processes, and other customer-facing documentation.
• Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.
• Work within an agile project management environment.
• Complete assigned work according to the specifications and standards set by the Desktop Support Manager.

Link Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without discrimination based on race, color, religion, sex, gender identity/expression, sexual orientation, national origin, protected veteran status, disability, or any other factors protected by law.