HELP DESK / TECHNICAL SUPPORT SPECIALIST

As an Altara team member, you must be passionate about technology, crave responsibility, and be eager to apply your knowledge to real business solutions for our customers and team members. These are the qualities of a person destined for success. Our company attracts a special type of individual someone who is proactive, thrives on challenges, feeds off success, and looks at moving targets not as obstacles but as opportunities.

 

Altara offers exciting projects and excellent people to work with in the fast paced technology consulting industry.

 

Skills, Knowledge and Abilities Required for consulting assignments:

o Experience supporting users in a network environment

o Good understanding of Ethernet switching

o Experience with EDI is a plus

o Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others. Excellent phone and customer service skills a must.

o Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired

o Good problem solving and research skills; ability to visualize a problem or situation and think abstractly to solve it.

o Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations

o Some college credits or certifications preferred

 

Job Responsibilities

Reporting to the President of Altara Networking, the Help Desk Technical Support Specialist will be the first point of contact for Altara Managed Service Clients.  Areas of responsibility include, but are not limited to:

 

Help Desk Technical Support Specialist

 

o Work with Altara Netview (Silverback Software application) to monitor and Manage Clients and Altara internal network infrastructure

o Will take alerts from Management Console and provide first contact for trouble shooting and phone resolution

o Interface with Altara engineering Department and Tech Support resources from our vendors and distributors

o Provide first level technical support for Network access, email, VPN, printer and telephone problems

o Provide first level support on hardware issues for notebook and desktop computers

o Direct calls to appropriate second level Altara technical support staff as necessary to resolve problems

o Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using call tracking software

o Coordinate vendor support for hardware and software used by clients and internally to Altara

o Perform repairs on notebook and desktop computers. Coordinate with vendors for warranty repairs

o Maintain accurate records of the status and location of all notebook computers

o Create, and keep current, Ghost images for Altara computers

o Ensure users are placed in proper security and email distribution groups

o Other duties as required

 

Altara is an equal opportunity employer.