Helpdesk II

Profile

Provides telephone and computer support to users. Logs and prioritizes calls, tracks technicians, and provides reports as required regarding compliance with Service Level Agreements (SLAs). Customer service and communication skills are necessary. Must have knowledge of PC operating systems (e.g. Windows NT, Windows 2000, Windows 2003, and Windows XP), and networking and mail standards.
Responsibilities/Duties:
Monitors and reviews information from materials, events, or the environment, to detect or assess problems.
Exercise judgment to determine appropriate solutions to customer technical issues.
Train customers on internal applications such as Microsoft office.
Maintains log and tracking mechanisms to insure proper record keeping
Job Requirements :
5 years technical back ground in computer hardware support and repair.
Experience supporting the following hardware. PC, laptop, laser printer, Midrange server and RF infrastructure, UNIX, Linux, Visual Basic Scripting and Microsoft .Net.
Have proven experience in network configuration and support in TCP/IP, DHCP, WINS and DNS.
2 to 4 years experience with LAN/WAN support
All applicants applying for U.S. job openings must be authorized to work in the United States and possess an active Secret
security clearanc
e
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