HelpDesk Specialist

ettain group has an immediate opportunity for an experienced HelpDesk Specialist

 

Location: Jacksonville, FL

 

Direct Placement

 

The Laptop & Application Support II position will be responsible for good communications in answering, logging, tracking and assigning inbound / outbound support phone calls for hardware and multiple application issues. This will include calls for service and repair of hardware, software problems, software training, and remote networking support. The position is also responsible for ordering repair parts or scheduling service for laptops by calling vendors for remote support.

 

 

PRE-EMPLOYMENT REQUIREMENTS:

 

?  A+ certification (Comp TIA) A MUST

?  High School Diploma or G.E.D. required.

?  A current MCSE or equivalent experience required.

?  A minimum of 3 years of help desk experience required.

?  General knowledge of MS Office applications and troubleshooting required.

?  Flexible schedule for after hours support.

?  Previous experience with PC / Laptop / Networking Environments; setup and configuration to include dial up / DSL/ peer to peer / ad-hoc / wireless.

 

PREFERRED OFFICE/MACHINE EQUIPMENT EXPERIENCE:

 

The candidate must have knowledge of Windows XP OS, MS Office products, and basic email functions. And have a broad understanding of information systems technology to include common computer applications, operating systems, hardware, printers, networks, and messaging systems.

 

ESSENTIAL FUNCTIONS:

 

The position is responsible for facilitating tasks and communications in order to restore full system function for our user customer base through the following functions:

?  Position will log clientele calls and work with appropriate technical and/or business personnel to resolve the issue as the primary resolution point of contact.

?  Completes and assist in daily support operation tasks.

?  Trouble shoot all laptop hardware and software problems in accordance with Service Level Agreement.

?  Maintain laptop inventory within clientele and ensure accuracy in PC inventory database.

?  Must be able to work with PC's, Laptops, and Computer parts competently.

?  Must maintain a good attendance record.

 

NON-ESSENTIAL FUNCTIONS:

 
Deploy new equipment and software quickly and accurately if need arises
Maintain customer information in Clientele database
Make sure customer call-backs are completed by technical staff.
Perform any other duties as assigned.

 

WORKING ENVIRONMENT:

 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this position, the employee subject to a typical office environment and is rarely exposed to outside weather conditions. Must be able to lift and carry computer equipment up to 45 lbs. The employee is frequently required to sit and type all day. The noise level in the work environment is usually low to moderate. Must be able to travel.

 

APTITUDES PREFERRED:

 

?  Candidate must have the following aptitudes to be successful:

?  Communication skill: Good grammar, verbal, writing, and telephone skills

?  Good analytical, resourcefulness and organization skills

?  High energy, comfortable performing multifaceted projects in conjunction with day-to-day activities.

?  Requires ability to communicate in a very direct manner with team members and customers, controlling a situation.

 

INTERACTIONS:

 

This employee will interact with all levels of management, employees and vendors.