Helpdesk Engineer L1

Description

Summary: This role involves providing technical support for computer hardware and software, networks, operating systems, and internet access, including help desk support and ticket management. Highlights: 1. Initial or secondary customer contact for technical support and repairs. 2. Manages help desk phone support and trouble ticket escalation to L2. 3. Performs installs, upgrades, moves, and changes for workstation devices. Acts as initial or secondary customer contact for technical support to repair computer workstation’s hardware and software, telephones, basic networks, operating systems, printing issues, and Internet access problems. Duties include help desk phone support, updating calls, first level corrective action, and proper trouble ticket escalation to L2 support. Documents, tracks, and monitors the trouble ticket using applicable systems and tools. Performs installs, upgrades, moves, and changes for computer workstation software and hardware, printers, tape drives, CD-ROM drives, and other peripheral devices. Help Desk Level 1 Primary Duties: Password resets for client specific application systems. PC Troubleshooting: Identifying faulty PC/desktops, Monitors, Keyboards, Mouse, Printers, and Initiates RMAs for repairs. Basic Network Troubleshooting: PC cable connections, DNS settings, IP configurations, Pings, Restarting application interfaces and PCs. Remote log in support: N-Central, LogMeIn, Quick Assist and RDP ConnectWise: Uses service board to open, track, monitor, update and close service tickets. Uses SLA board to monitor and track SLA tickets targeted for MISSED SLAs, and tracks SLAs for proper status, agreements, type, and subtype Applications Knowledge(a plus but not required): Opera, Secure CRT, LightSpeed, Java, Adobe, Microsoft Office, Printer setup, Micros, Interfaces, Drive mapping, setting up email accounts, Microsoft Lync, ITGlue, Active Directories. -Requerimientos- Educación mínima: Educación superior - Licenciatura 1 año de experiencia Idiomas: Inglés Edad: entre 22 y 70 años Conocimientos: Hardware, Mesa de ayuda, Microsoft access, Microsoft office, Pc, Soporte técnico Personas con discapacidad: Sí Palabras clave: ingeniero, engineers, ingeniera, ing, engineer