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Helpdesk Techician - Level I and II

  • About: ReliableVA Staffing Solutions
  • Location: Atlanta, GA; Hartford, CT; Concord, NH; Omaha, NE; Easton, PA; Radnor, PA; Brownsburg, IN
Job summary
  • Posted on

    07.04.2019
  • Category

    Administrative / Clerical Jobs; Customer Service/Customer Support
  • Job type

    Contract
  • Career level

    Entry Level; Student (Undergraduate/Graduate); Experienced (Non-Manager)
  • Education Level

    High School or equivalent
  • Years of Experience

    3 - 5
  • Ref ID

    CS1562261487
Job description

ReliableVA Staffing Solutions is a recruiting firm and our client is seeking On-Site Specialists & Sr. Specialists in various U.S locations for a contract-to-hire role.

Contract: 3 months

Shift: 1st during contract period

Hourly Rate: Contract rate varies depending on experience, education and location.

IT Technician- General Job Description

  • Covers L1 to L2 support in a three-tiered environment that can range from standard offices, to call centers and fulfillment warehouses.
  • The technician is responsible for resolving help/service desk issues of moderate to high levels of complexity, including those escalated from other team members, and for escalating issues which he/she cannot resolve to the next level of support.
  • The individual in this position must have a good understanding and working knowledge of IT concepts, practices & procedures, and demonstrate an aptitude for staying abreast of all technologies in use within the organization.
  • He/she must consistently demonstrate quality customer service and professionalism and have the ability to relay their experience and judgment to plan and accomplish goals under limited supervision.

Roles & Responsibilities

Experience for this position ranges from intermediate to advanced.

General (applies to the overall function of the job, across location types)

• End User Support

o Install/configure/upgrade hardware/software

o Diagnose and repair hardware and software problems

o Participate in on-call rotation schedule for onsite and remote users

o Use IT support request system to document, prioritize, and track requests

• Production Support

This level of support includes local IT functions and systemic failures that impact production (e.g., general network slowness, local and remote server problems, global application errors).

• Routine Maintenance

o Maintain system OS and hardware (e.g., running diagnostics, deleting old temp files, removing dust)

o Maintain inventory of equipment and supplies (computers, peripherals, cables, adapters, etc.)

• Infrastructure Support

o Build and/or install cables

o Research, learn, and evaluate new software

o Document hardware, software and systems

o Assist other IT departments with troubleshooting/repair/projects

Minimum Qualifications

An understanding of a wide variety of personal computing equipment, software and troubleshooting techniques

• Experience with current operating systems and software including but not limited to Windows 10/7, Server OS’s, Active Directory and Microsoft Exchange

• Basic understanding of Networking Fundamentals (Routers, Switches, Firewalls, Cabling, Wireless)

• Knowledge of TCP/IP and general networking concepts including DNS, DHCP, FTP & VPN

• Experience in conducting research into software and hardware issues and products

• Customer service skills as well as oral and written communication skills

• Experience in remote user support

• Ability to work independently under pressure in a fast paced, multi-tasking environment and adapt quickly to procedural and priority changes

• Candidate should be results driven, and work effectively in a team environment

• Must be well organized, conscientious, with excellent attention to detail

• Ability to prioritize effectively & perform proactively

• Ability to exercise sound judgment, display initiative and innovation on the job

• Work extended hours, including evenings and weekend hours to meet project deadlines or resolve issues

• Participate in on-call duties that will require carrying a cell phone and respond to calls outside normal work hours.

• Must have knowledge of proper lifting techniques and be able to lift at least 50 lbs

• Be open to assume additional responsibilities

Education/Experience:

• HS Diploma, GED, or position-related experience required.

• Degree in a related discipline, or equivalent experience combined with certifications, preferred.

• 3-years or more experience in a Help Desk environment supporting Intel / AMD desktops and laptops preferred.

• Previous IT support experience in the retail warehouse environment a plus and preferred (Includes experience supporting RF devices and thermal (label) printers)

About ReliableVA Staffing Solutions
ReliableVA Staffing Solutions is a job recruitment firm specializing in talent sourcing and acquisition in health care and IT.
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