Short Description:
Support in-house help desk team by taking a variety of IT related calls including IT hardware consisting of PC’s, Printers, Routers, Servers, and UPS; calls involving Mainframe and Network software Telecommunications and Datacomm problems.
Complete Description:
Tasks include: Receive calls for assistance, elicit information, and perform hardware and software diagnostic procedures including use of utility programs in diagnosis and troubleshooting of IT hardware and software.
Refer Tier 2 calls to technical staff via Remedy or service providers
Resume or restore mainframe, LAN and user IDs and passwords through RACF or Active Directory
Restart or reset local and remote hardware devices using
Education: 2 year college degree or equivalent technical study
Role Description: All roles specified in HDS 1 - Provide service and preventive maintenance activities on element exchange/baseline products (products with element exchange service and traditional maintenance philosophies; i.e., terminals, printers, personal computers, etc.).
Able to diagnose and coordinate the repair of products by dispatching and tracking the work of appropriate Service Providers.
Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
Take active role in suggesting peripheral equipment.
Detect and correct equipment errors.
Prioritize and schedule own workload.
Needs technical assistance on complex problems
Assist in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
Provide accurate and complete answers to general use and administrative environment questions in a timely manner.
Implement shared software, such as operating systems, configuration management tools
Communicate accurate and useful status updates.
Manage and report time spent on all work activities.
Follow quality standards.
Ability to work in a team environment
Complete assigned tasks.
Strong communication skills; both written and spoken. Plus the following:
Knowledge of system relationships and telecommunications.
Application of technical skill to a variety of equipment types.
Diagnoses and repairs industry systems products.
Perform routine service and repairs on industry system products without assistance.
Anticipate and resolve issues specific to the team.
Determine time estimates and schedule for own work and resolve issues in a timely manner.
Identify and track issues, risks and action items.
Skills:
Skill
Required / Desired
Amount
of Experience
Field experience (i.e. Hands on PC Support experience).
Required
3
Years
Provide service and preventive maintenance.
Required
3
Years
Diagnose/coordinate repair of prod and dispatching & tracking Servce Provider
Required
3
Years
Ability to identify and track issues, risks, and action items
Required
3
Years
Experience w/Remedy or equivalent problem tracking
Required
Experience using an Automated Call Distribution System (ACD)
Required
Experience working in an Enterprise Level Help Desk environment
Required