Assisting in providing Level I Support.
Provide on-site and remote support for clients.
Build rapport with all Solve IT clients
Escalate problems (when required) to the higher level tier groups as required or to the service manager.
Using service desk software to record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Perform hands-on fixes remotely or in person, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Install anti-virus software and ensure virus definitions are up-to-date.
Perform preventative maintenance, including checking and cleaning of servers, end user devices, and other IT equip.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow ups with end user and team members as required.
Develop help sheets and FAQ lists for end users.
Evaluate documented resolutions and analyze trends for ways to prevent future problems.
Alert management to emerging trends in incidents.
Assist in software releases and roll-outs according to Change Management best practices.
Adhere to site audit responsibility policies and procedures
Knowledge & Experience:
Knowledge of advanced computer hardware, including desktops, laptops, smartphones, and networking equipment
Experience with Microsoft Operating Systems
Extensive application support experience with Microsoft Office and other Business applications.
Working knowledge of a range of software and hardware diagnostic tools.
Experience working with service desk best practices.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues is required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly, business-friendly and technical language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work independently with minimal supervision.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
40-hour on-site work week.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
Lifting and transporting of moderately heavy objects, such as computers and peripherals.
The ideal candidate should be dependable with an excellent attendance record, work well in a “Team Environment”, be cooperative and respectful.
Local candidates only, we do not offer relocation packages, training expenses or per diem.
Job Type: Full-time
Salary: $45,000.00 to $55,000.00 /year