Provide high level, desktop and server support services in a fast paced call center environment using, desktop management and network tools for both internal and external clients. The support services provided must be highly responsive, professional, and complete. High quality customer support is essential.

Responsibilities:

• Identify, analyze, troubleshoot and resolve client technical service requests. This includes but is not limited to: PC hardware and operating systems, software application installation, configuration, and upgrades.

• Provide assistance on usability and functionality of software and hardware products.

• Identify, analyze, troubleshoot and resolve network connectivity issues. This includes but is not limited to: router, server, switch, hub, workstation or printer connectivity to the network or Internet.

• Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors.

• Participate in a rotational on-call duty with other help desk members in support of after hours network emergencies.

Required Skills:

• An Associate’s degree in Computer Science, MIS or Engineering or equivalent work experience
• 1-2 years experience in providing customer service over the phone on a technical level
• 1-2 years experience with LAN/WAN network technologies (i.e. installation of NIC cards and network client software, network printers)
• 2-3 years experience with hands on technical PC support service experience, desktop and laptop hardware and software troubleshooting, installation, configuration and upgrades
• 2-3 years experience with desktop operating systems and application software products
• 2-3 years folder redirection and group policy management experience
• 2-3 years written and verbal communication skills (emphasis on technical communication) either in a secondary education or in a business environment

Appropriate certifications such as A+, MCSA, MCSE, MCP, CCNA are not required, but are a definite bonus.