- Expiry Date: 03 June 2022
- Referral: firstname.lastname@example.org
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs.
Perform user account management activities.
Escalate complex problem to appropriate support specialists.
Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,
presentation graphics, database management systems, electronic mail, and communications).
Troubleshoot client software and basic network connectivity problems.
Identify, evaluate and prioritize customer problems and complaints.
May train users and operators on a limited basis and/or may write training procedures.
Participate in on-going training and departmental development.
Routine maintenance updates with other IT staff and business units.
Provide all required documentation including standards, configurations and diagrams and Provide knowledge transfer of EUC operations.
Phone support experience necessary and Technical helpdesk or technical call center experience is necessary.
Disciplined, systematic problem solving skills required.
Hands-on work experience with the following:
Windows Operating systems.
Windows7, Windows Vista, Windows XP, Windows 2000.
Windows 2000, Windows 2003, Windows 2008,
Knowledge of Active Directory, Exchange 2003/2007.
ITSM ticketing tool Service Now.
User account creation for Active Directory, Exchange Mailboxes, Distribution lists.
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
Internet browsers (e.g. Explorer, Chrome, Firefox).
VPN and remote dial-in users.
Support for laptop, desktops, and printers.
Adobe Acrobat and other common desktop applications like Winzip, etc.
About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities.
ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.