The Senior Help Desk Technician will respond to, manage, troubleshoot and resolve technical and procedural issues for internal and external customers in an efficient and timely fashion over the phone, in person and through remote connectivity software.
The Senior Help Desk Technician will also participate in infrastructure technology projects as assigned.
What you'll be doing :
You will manage the deployment, maintenance and upgrades of desktop PCs, mobile thin clients, peripherals, laptops and the software they contain
You will provide hardware and software technical and procedural support to internal and external customers including desktop PC's mobile thin clients, peripherals and laptops
Provide technical and procedural support to internal and external customers including file permissions, folder permissions, account permissions, and password resets / unlocks.
Provide technical and procedural support to internal and external customers including network connectivity, VPN and remote desktop in diverse networking environments
Deliver outstanding quality of service to our customers
You will maintain accurate asset inventory
You will create, deploy and maintain software images for desktop PCs, laptop and mobile thin clients â€¢ Investigate and document incident root cause and resolution.
You will complete customer inter-office moves that include moving desktop PCs, peripherals, and mobile thin clients
Maintain an accurate and detailed record or all work performed in customer ticket management system
You will foster a team work environment in order to create a synergistic and efficient team
Work well in a fast paced environment with deadlines
Demonstrate flexibility with projects and inquiries with the ability to manage multiple projects and to establish priorities with minimal supervision
You will establish and maintain strong communication with team members and other ComPsych departments
You will be a member of the weekly on-call rotation for after-hours support
Bachelor's Degree and 7-10 years' experience
Experience with AdventNet help desk package preferred
Experience in a Windows environment.
MS Windows 7, MS Office Suite, Outlook 2010
Stable Work History required