Helpdesk Support Technician - Lvl 1

Helpdesk Support Technician - Lvl 1
We are seeking a Helpdesk Support Technician - Level 1 to ensure customer issues are promptly addressed, documented, and resolved in a timely and professional manner, consistent with customer service and professional / technical standards. Individual applies basic knowledge of information technology products and services to routine assignments and assists more experienced staff in the application of technical concepts, practices and procedures. The Support Technician generally is a member of quick-response customer support team and works with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues. Individual typically operates independently to provide prompt and professional Help Desk service through efficient process and prioritization of issues; will report to Supervisor or Team Lead.

RESPONSIBILITIES:
The Helpdesk Support Technician - Level 1 ensures customer issues are promptly addressed, documented and resolved in a timely and professional manner, consistent with customer service and professional/technical standards.

Assists customers with multiple types of system / application issues. Follow set guidelines on call processing, prioritizing, and escalation procedures.

Troubleshoots via the phone, any hardware, software and/or network operating problems as required and involves applicable technical resources to ensure resolution.

SKILLS & EXPERIENCE:
Prefer the following skills and experience:
* Strongly prefer 5+ years experience in a large Help Desk environment, utilizing Remedy or similar problem management/tracking software and business processes;
* Proficiency in Windows XP, Novell, MS Office/Desktop applications;
* Experience in technical support Help Desk processes for telephone resolution of MS Office, local and network printers, LAN/WAN essentials;
* Familiarity/proficiency with network communication systems, remote control tools such as: PC Anywhere, LANDesk, or Windows Remote Assistance;
* Excellent documentation skills: ability to type a minimum of 30 wpm;
* Excellent attendance and consistency plus flexibility to accommodate occasional overtime or unscheduled work requirements;
* Desire A+ Certification, but not required if other qualifications are met.
* Must be willing to work 4:30 AM to 1:30 PM shift.