Help Desk Support (L1)

• Full-time with benefits
• This is not a C2C role of any kind. Thank you
• Remote or onsite in Tulsa, OK

Problem resolution may involve the use of monitoring, diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This includes receiving, prioritizing, documenting, and actively resolving client’s IT Network help requests. This person will also troubleshoot problem areas in a timely and accurate fashion.

Responsibilities:

• Test fixes – verify with end-user to ensure problem has been adequately resolved.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Install cloud-based anti-virus software.
• Apply monitoring and diagnostic utilities to aid in troubleshooting.
• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Build rapport and elicit problem details from clients.
• Record, track, and document problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Occasional minor technical writing for instructions to end-users to accomplish certain specific tasks.
• Maintain up-to-date knowledge of PC and networking hardware, software, and standards.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician / engineer.
• Document all pertinent end user identification information, including name, contact information, and nature of problem or issue.

Position Requirements:

• Prior real-world experience with ADDS joined windows workstations in small business environments.
• A+ Certification and Network + Certification required with Microsoft Certified Professional (MCP) preferable
• Proven knowledge of basic computer hardware, including Dell, IBM/Lenovo, and HP.
• Working technical knowledge of current network protocols, operating systems and standards, including all Windows based systems including command line interactions (DOS).
• Strong written and oral communication skills including demonstrating confidence when talking to clients.
• Experience with PC migrations using manual process, getting exactly what users want and need without bringing over unwanted items
• 4 year degree in applicable field is required
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.