Title: Help Desk Associate - Level 1
Location: Melville, NY
Hours: 8:30am - 5:30pm
Duration: PERM, Direct Hire
Pay Rate: DOE ~ $40,000 plus benefits (medical/dental, 401k, tuition reimbursement)
ABOUT COMPANY
The client is one of the nation's largest direct marketers of industrial supplies and equipment. The company is one of the best industrial supply solutions for customers because they are the easiest, simplest, and most efficient place to find and buy industrial supply products.
There will be possibly be a phone interview than two-stage in person interview. Part of the in person interview involves the candidate spending 4 hours in the Helpdesk Environment to get a very good understanding of the high volume (average 50-60 calls a day)
DUTIES and RESPONSIBILITIES:
. Experience in a Enterprise environment, retail if possible (high call volume)
. Must have VPN troubleshooting experience and strong customer service background.
. Provides hands-on 1st level troubleshooting to solve customer technical issues received via telephone to the CSC based Help Desk, and also for customer technical issues walked into the CSC Help Desk, with regards to all of our technology solutions.
. Prior experience building and configuring Desktops and Laptops
. Assists 2nd level Help Desk Associates with PC repairs and PC assembly, and assists 2nd level PC Support Representatives with basic troubleshooting
. Remote troubleshooting experience since all helpdesk troubleshooting is remote.
. Active Directory experience doing IMAC (Installs, moves and changes)
o Resetting passwords, assigning users to groups (policies, containers)
. Experience working with Trouble ticketing system (they use Remedy), closing trouble tickets. Must have good success rate closing tickets remotely or escalating.
. Support 1st level IS Telecommunications customer service requests, and work with the Telecommunications Associates. Adhere to all Help Desk system process and procedures including ticket entry, and generating reports on request.
. Documents all support work, on a timely basis, within the guidelines of the Help Desk and IMAC tracking systems.
EDUCATION and EXPERIENCE:
. Associate's Degree in CS preferred but not required. A minimum of one year of computer hardware and software experience and related peripherals including server and client operating systems, PC applications, Microsoft Office applications, Microsoft Exchange/Outlook messaging systems, in both network and stand-alone installations, Windows 2000, and XP workstation clients in a 2000/2003 server environment
. Experience in an Ethernet network environment including TCP/IP, and network and dial-up connectivity is required.
. Software install experience required. VPN experienced required, OWA (Outlook Web Access).
SKILLS:
IT Help Desk Customer Service Phone Skills required. Excellent Written and Verbal Communication Skills required. Excellent Follow-thru and Follow-up Skills required.
MISCELLANEOUS: Valid drivers license and the ability to occasionally travel required.
To Apply to this job go to http://www.GadBall.com or click here
Wednesday, September 17, 2008