Description

You provide Tier 1 technical support to end users via telephone, resolving hardware, software, and systems issues.

Responsibilities

• Diagnose and resolve computer software and hardware problems over the phone.
• Reset or restore mainframe, LAN, and User IDs and passwords using RACF or Active Directory.
• Create and escalate Remedy trouble tickets to Tier 2 staff or third-party providers.
• Coordinate product repairs by dispatching and tracking service providers.

Required Skills

• 1+ years of IT Service Desk or Call Center experience.
• Experience with call tracking and ticketing software.
• Basic User and Security Group Active Directory administration.
• Strong knowledge of Microsoft operating systems, specifically Windows 7.
• Experience troubleshooting Office 365 within a network environment, including permissions, calendar sharing, and delegation.
• Ability to support users with limited computer, software, or hardware knowledge.
• Excellent written and spoken communication skills for interacting with technical and non-technical staff.
• Strong organizational skills and attention to detail.

Preferred Skills

• Experience using RACF for password and ID management.

Key Skills

Education

Any Graduate