Job Posting

Lance Grover lance.grover at gmail.com
Mon Feb 7 07:03:28 MST 2005


If you are interested please reply to hr at waterford.org

Job Requisition
Updated: 11/12/04

Position: Helpdesk Technician

Job Description:
The helpdesk technician is to work as part of a technical team to
provide and maintain IT support services to the end users.  The
primary duty is to ensure the ability of end-users to perform their
jobs relating to technology (ie. keep their computing resources
running).  Tasks involved include: phone support; helpdesk request
ticket entry; monitor helpdesk tickets for timely resolution; assign
tickets to support personnel; network and phone move/add/changes;
end-user support; application installation, support and
troubleshooting; and basic windows support.  This individual must be
able to work independently as well as part of a team to resolve
technical problems and escalate to senior IT team members.  A good
amiable personality with the ability to work with a wide range of
individuals along with excellent verbal and written communication
skills is a must.

Required Skills & Experience:
At least one year of end-user computer phone support
Good organizational skills
Detailed oriented
Good skills in working with and troubleshooting Windows 2000 and XP
pro in a networked environment and common office applications
Ability to follow-up and follow through for completion of tasks
Hardworking with the ability to learn new software and technologies
Excellent written and documentation abilities
Knowledge of basic computer hardware and software
Exceptional interpersonal skills, with a focus on listening,
questioning, and helping the end-user.
Ability to absorb and retain information quickly.
Ability to present information in user-friendly language.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Additional Desired Skills:
Linux
MAC OS 9, X
Purchasing
A+ certified
MCP (in windows desktop related course)
Good experience w/ Apple OS 9 & X in a production networked environment

Responsibilities:
Work in a helpdesk environment including receiving incoming phone
calls and email to ensure courteous, timely and effective resolution
of end-user issues.
Provide first level support of all desktop related issues including
prioritization and escalation to appropriate technician.
Perform remote and hands-on fixes on the desktop including
installing/upgrading software, hardware, and configuration issues.
Troubleshoot/resolve network connectivity and performance issues
Monitoring/testing fixes to ensure problem resolution.
Research updates and fixes to resolve issues.
Maintain and aid in compliance with company technical standards
Some on-call responsibilities w/ occasional local travel in the SLC area.
Reporting and documentation
Install ant-virus software
Perform post-resolution follow-ups to help requests.
Evaluate documented resolutions and analyze trends for ways to prevent
future problems.
Receiving purchased items.
RMA defective items
Lifting/transporting moderately heavy objects (computers, monitors, etc.)


If you are interested please reply to hr at waterford.org

-- 
Thanks,

Lance Grover



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