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HELP DESK CUSTOMER SUPPORT SPEC � TIER 2Posted by: ABBTECH Staffing ServicesPosted date: 2009-Sep-24
Location: RICHLAND, WA
HELP DESK CUSTOMER SUPPORT SPEC – TIER 2
RICHLAND, WA
US Citizen (REQUIRED). Must be able to obtain a DOE Q Clearance
POSITION SUMMARY:
The Help Desk Customer Support Specialist will provide Tier 2 telephone and desk side support of the customer. They should be proficient with installing, configuring, troubleshooting and providing client support with PC hardware, software, Microsoft operating systems and Microsoft Office software. Candidate should be familiar with Microsoft Active Directory and will act as backup party to active directory matters in the Call Center. They will be telephone/call center (Tier 1) escalation point of contact for all help desk call escalation) matters.
QUALIFICATIONS:
Education: Bachelor’s or Associates degree in Computer Science, Information Technology or related field. Industry certifications highly desirable. Microsoft Certifications are preferred.
Experience: Two (2) to three (3) years experience providing Tier 1 helpdesk support in a 500+ user network environment.
Required Skills:
· Experience anticipating, recognizing and resolving various technical hardware, software, application or operational problems and efficient with call management systems, i.e., Remedy.
· Experience installing, configuring and supporting software, hardware components.
· Strong written and verbal communication skills required including experience at developing Information Technology supporting process and procedures documentation.
· Experience administrating Windows 2003/2008 server and Microsoft Outlook 2003; Experience with Microsoft Outlook 2007 a plus.
· Candidate is expected to work well both independently and with business and engineering units in a fast paced environment.
· Manage standard desktop and laptop images according to the federal agency’s guidelines.
· Knowledgeable with the operation of Windows XP, Windows 2003/2008 Server, Active Directory, and MS Exchange 2003/2008 Server. Skills and experience utilizing VMWare products is a plus.
· Knowledgeable with Microsoft Office 2003/2007, Microsoft Outlook 2003/2007, remote access software, Internet Explorer. Must be able to provide sound desk side support for all approved customer products on their desktop.
· Candidate must be very familiar with Microsoft Active Directory and Data Backup systems and or associated software.
· Must be customer-service, results oriented with extremely effective problem solving skills.
· Must be a self-starter and experienced decision maker who seeks assistance when necessary.
· Excellent verbal and effective written communication skills and ability to handle multiple tasks simultaneously.
US Citizen (REQUIRED). Must be able to obtain a DOE Q Clearance.
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