Our Ocean Pines-based client is seeking to grow their technical team to keep pace with their steady growth. They are seeking to add a Help Desk Technician to their team. Our partners has developed in to a full-service technology management firm that thrives on building valuable and lasting relationships, designing and managing technology solutions, creating career paths for talented individuals, and contributing to efforts that enhance the Delmarva community.
The Helpdesk Technician L1 is responsible for handling first level support service requests in a professional and timely manner. This relates to support of all basic technology to include: workstations, servers, printers, networks, and vendor specific hardware and software.
IT support relating to issues with network infrastructure and customer technology solutions.
Support services relating to technical issues involving Microsoft's core business applications, as well as customer line of business applications.
Support services for Microsoft client operating systems.
Support for Microsoft Server related technologies: Windows Server, Exchange, SQL, etc.
Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
Support of disaster recovery solutions.
Remote access solution support: VPN, Terminal Services, etc. • End user administration and assistance.
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
Perform field technician work and project deployment (during and after business hours) on an as-needed basis.
Additional Duties and Responsibilities:
Fast turnaround of service tickets.
Improve customer service, perception, and satisfaction.
Escalate service issues that cannot be completed within agreed service levels.
Work through a daily schedule in PSA tool that has been established through the dispatch process.
Maintain specific knowledge of the customer and how IT relates to their business strategy and goals.
Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in the PSA tool as they occur.
Understand processes in the PSA tool by completing assigned training materials.
Enter work as charge codes, activities, or service tickets in the PSA tool.
Attend staff meetings as required.
Knowledge, Skills, and/or Abilities Required:
Advanced understanding of operating systems, business applications, printing systems, and network systems.
Diagnosis skills of technical issues.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Service awareness of all organization’s key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide services.
Proficient with general office applications.
Strong organizational, presentation, and customer service skills.
Skill in preparing written communications and materials.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Ability to multi-task and adapt to changes quickly.
Ability to work in a team and communicate effectively.
Typing skills to ensure quick and accurate data entry.
Self-motivated with the ability to work in a fast moving environment.
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