Chenega Corporation Mid-Level Help Desk Technician in Macon, Georgia
The Mid- Level Help Desk Technician will field incoming help requests from end users via both telephone and e-mail in a courteous manner.
Build rapport and elicit problem details from help desk customers.
Identify, diagnose, and resolve level one problems for users of the software and hardware, LAN and WAN, VPN, the Internet, and new computer technology.
Communicate solutions to end-users.
Prioritize and schedule problem resolutions.
Escalate problems when required, to the appropriate next level.
Use ticketing system to record, track, and document the Help Desk request.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform remote fixes at the desktop level, including installing and upgrading software.
Perform preventative maintenance, including checking and cleaning of workstations, PC’s, laptops, printers, and peripherals.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-up to help requests.
Provide one-on-one end-user problem resolution for approved software.
Receive, deliver, tag, set up, and assist in the configuration of end-user hardware, software, and peripherals.
Create and configure user ERP, e-mail, Active Directory, etc. profiles and accounts.
Help install local area network cabling systems and equipment such as network interface cards, hubs, and switches.
Other duties as assigned
High school diploma/GED and 2+ years of relevant experience
Experience using Windows Deployment Services for client imaging
Operating system certification (Microsoft Certified IT Professional (MCITP) on Windows 7) or government approved equivalent
A combination of additional experience, education, and training may be used in lieu of certification
CompTIA Security + certified or government approved equivalent
Current, valid US driver’s license
Background check required
#Chenega Systems, LLC