Tier 1 Helpdesk Support

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Trenton, NJ

Industry: Business Services

  •  

Less than 5 years

Posted 39 days ago

Our direct client is looking for a Tier 1 Helpdesk Support in Trenton, NJ.


Role Description:

- Full-time professional work experience in Business and/or Information Technology.

- Full-time professional work experience in a service desk / help desk environment.


Responsibilities:

- Provide tier 1 technical support.

- Respond to incidents and requests that come into the help desk via phone and email

- Resolve those tickets that can be completed within approximately 10 minutes and assign the rest to the appropriate tier 2/3 staff member or application staff

- Close tickets with appropriate notes and resolutions in a timely manner

- Subject areas include:

-- Active Directory and Office 365 accounts

-- Desktops, laptops, tablets, smartphones

-- Desktop productivity apps (MS Office, Adobe Acrobat, FileMaker, Oracle)

-- Custom department and division applications

-- Basic network connectivity troubleshooting

SKILL MATRIX:

- Ability to troubleshoot desktop, laptop, tablet and printer hardware problems – Required

- Ability to troubleshoot and install Microsoft Windows 10, including diskless imaging and image creation – Required

- Ability to interact with customers seeking assistance in person, over the phone, via email in a timely and courteous fashion – Required

- Ability to keep supervisor informed on day to day problems that require escalation and identify areas that need correction – Required

- Ability to manage a large number of tickets in a call center /help desk environment – Required