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IT Help Desk Associate

IT Help Desk Associate - Huntersville, NC

IT Help Desk Associate

Contract to hire 

Huntersville, NC


REQUIRED QUALIFICATIONS

  • 1 to 3 years of experience in Support Desk/IT Help Desk
  • Experience troubleshooting Windows 7, 10, and Apple operating systems
  • MS Office Applications and hardware platforms
  • IT Industry certifications (MCSA, A+, Network+, etc.) preferred.
  • Active directory, Support, Windows, Windows 10, Apple and Android devices, MacOS, Troubleshooting, Office 365, Help desk, Service desk, Customer service, MS Outlook, Technical support.
  • Triage, assign, and resolve support cases via phone and email
  • Strong background in customer support and logical troubleshooting
  • Ability to develop proficiency in ticketing software use and reporting
  • Must be willing to work in an environment requiring broad experience, adaptability, quick learning, excellent verbal and written communication skills, and excellent problem-solving skills.


EDUCATION

  • Associate's degree (A. A.) or equivalent from two-year College or technical school; or three months to one-year related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree (B.A.) from four-year college or university, preferred.


JOB DESCRIPTION:

  • Local and remote support to users on installation, maintenance and technical issues to ensure their system(s) are functioning properly. 
  • Provides immediate customer support for Urgent or Emergency type issues.
  • Documents and logs all work done with great detail in a ticket for each issue.
  • Escalates to third party vendors resources as needed. 
  • Follow issues through to completion and ensures proper resolution. 
  • Assists in creating technical documents.
  • Occasional travel to other sites for project support when necessary. 
  • Excellent verbal and written communication skills including over the phone support. 
  • Excellent analytical and troubleshooting skills. 
  • Able to prioritize issues
  • Excellent customer service skill, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers. 
  • Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of technical problems. 
  • Responsible; able to manage time effectively and work efficiently, both with and without direct supervision. 


To apply, please send your resume in MS Word format to: alice@smart-itpeople.com with job title in subject line.

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