Tier 1 Help Desk Technician

Overview:Responsibilities:

• Update documentation of help desk processes and procedures and create reports for management as needed.
• Responding to incidents, requests and inquiries via phone, emails, and self-serve tickets.
• Serve as the first point of contact for all IT issues providing efficient, courteous, customer service and computer and software support to end-users.
• Resolve technical problems and answers queries by telephone, self-service tickets, or email in support of internal customer hardware and software, network, and system/application access.
• Account Administration to include on-boarding/off-boarding.
• Troubleshoot access to VPN and Microsoft Office 365 applications and related issues.
• Escalate issues and distribute tickets to Tier 2/3 engineers and technicians as appropriate.
• Identify and organize tickets according to priority and escalate service tickets to engineers and technicians when necessary
• Support both local (on-site) and remote workers
• Microsoft Office365 license management.

Qualifications:

• 2 years of experience supporting IT services and applications.
• 2 years working with Active Directory and account management.

• Ability to diagnose and resolve basic computer technical issues and requests.
• Detail oriented.
• Setup and configure laptops / PCs, windows Drive Mappings, Favorites, Browsers, etc.
• CompTIA A+ certification desired.
• Basic Network fundamentals such as remote access VPN and knowledge of TCP/IP and built-in utilities
• Ability to manage multiple priorities effectively and on a consistent basis.
• Excellent organization, communication, analytical and interpersonal skills with the ability to explain technical information in a non-technical manner.
• Experience with Enterprise level Ticketing system and Cisco Finesse.
• Basic administration of Active Directory accounts, AD Manager, and Print Servers
• Microsoft Office 365, OneDrive, MS Teams and strong knowledge of Outlook client
• Windows Operating Systems (10 and 11).
• SCCM experience
• Ability to thrive under pressure and deliver effectively in a fast-paced environment.
• Good understanding of IT departmental policies and procedures, reporting, and support processes.

EEO Statement: Staffing Pros a division of VETS-inc is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.