DecisionPoint Corporation
Help Desk Support Technician
DecisionPoint Corporation, Baltimore, Maryland, United States, 21276
Help Desk Support Technician
DecisionPoint Corporation is seeking a
Help Desk Support Technician
to join our team! The Help Desk Support Technician will work in a Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). The candidate will function as a Customer Service Representative (CSR) and will identify and report a wide variety of hardware, software, mainframe access, and print problems. All employees are considered mission critical and are expected to report even during inclement weather conditions.
Duties & Responsibilities
Provide detailed incident documentation using the incident management system for both real-time voice and virtual reported problems.
Analyze and resolve hardware, software, video, mainframe, and network issues.
Dispatch vendor hardware maintenance requests following SOP priority levels.
Use operational communication systems to relay real-time events to management and customers.
Utilize email, instant messaging, and monitoring tools to stay updated on current issues.
Respond to customer inquiries, providing "how to" assistance.
Accept and process virtual calls for hardware and software issues.
Open, document, and escalate tickets as necessary, ensuring resolution and customer satisfaction.
Follow diagnostic procedures and SOPs.
Qualifications
Hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician, or A+ certification.
At least one year of help desk experience, with knowledge of Windows OS, Microsoft Systems Management Server, Microsoft Exchange/Outlook, TCP/IP, vBNS, MPLS, VoIP, and Cisco routers.
Experience with IT call center support for at least one year.
Desired: Ticketing system experience (ServiceNow, Remedy, etc.).
Hourly rate: $19 - $21/hr.
Benefits DecisionPoint offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Disability, 401(k), HSA, FSA, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.
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Help Desk Support Technician
to join our team! The Help Desk Support Technician will work in a Call Center environment, providing detailed call/problem documentation of reported incidents utilizing the Change, Asset and Problem Reporting System (CAPRS). The candidate will function as a Customer Service Representative (CSR) and will identify and report a wide variety of hardware, software, mainframe access, and print problems. All employees are considered mission critical and are expected to report even during inclement weather conditions.
Duties & Responsibilities
Provide detailed incident documentation using the incident management system for both real-time voice and virtual reported problems.
Analyze and resolve hardware, software, video, mainframe, and network issues.
Dispatch vendor hardware maintenance requests following SOP priority levels.
Use operational communication systems to relay real-time events to management and customers.
Utilize email, instant messaging, and monitoring tools to stay updated on current issues.
Respond to customer inquiries, providing "how to" assistance.
Accept and process virtual calls for hardware and software issues.
Open, document, and escalate tickets as necessary, ensuring resolution and customer satisfaction.
Follow diagnostic procedures and SOPs.
Qualifications
Hold at least one of the following certifications: HDI Customer Service Representative, HDI Desktop Support Technician, or A+ certification.
At least one year of help desk experience, with knowledge of Windows OS, Microsoft Systems Management Server, Microsoft Exchange/Outlook, TCP/IP, vBNS, MPLS, VoIP, and Cisco routers.
Experience with IT call center support for at least one year.
Desired: Ticketing system experience (ServiceNow, Remedy, etc.).
Hourly rate: $19 - $21/hr.
Benefits DecisionPoint offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Disability, 401(k), HSA, FSA, Training Reimbursement, Education Assistance, Paid Time Off, and Holidays.
#J-18808-Ljbffr