TLD America
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
(Other duties may be assigned as needed)
Responsibilities
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Respond to queries either in person, over the phone or by remote session
Document problem solutions in ticket system and knowledge base articles
Maintain daily performance of computer systems
Perform application upgrades to both client and server systems
Ask questions to determine nature of problem and walk the customer through the problem‑solving process
Install, modify, and repair computer hardware and software
Run diagnostic programs to resolve problems
Assist with technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Install computer peripherals and drivers for users
Follow up with customers to ensure the issue has been resolved
Gain feedback from customers about computer usage
Run reports to determine malfunctions that continue to occur
Establish standards and procedures for continuous improvement
Maintain currency with respect to technical skills by attending training classes, special technical and administration courses, seminars, exhibits and trade shows as needed
Other duties as designated by department manager
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications
5-7 years of experience in a help desk environment
Experience troubleshooting Microsoft Windows, Microsoft Office and related software
Working knowledge and troubleshooting of Active Directory specifically GPO’s, OU’s, users and computers
Experience with desktop management solutions such as LANSweeper and WSUS is preferred
Experience handling configuration issues
Strong troubleshooting abilities
Experience with software installation procedures and licensing
Experience with centralized desktop security solutions such as McAfee EPO or similar vendor
Experience with Solidworks and PDM is preferred
Familiar with remote assistance applications such as Teamviewer
Knowledge of Local Area Networking Technologies and Wide Area Network Technologies
Strong written, verbal, analytical, and interpersonal skills
Education
Associate’s degree in Computer Science, or specialized training in certification coursework
CompTIA A+, Network+, MCP Certifications preferred
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(Other duties may be assigned as needed)
Responsibilities
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Respond to queries either in person, over the phone or by remote session
Document problem solutions in ticket system and knowledge base articles
Maintain daily performance of computer systems
Perform application upgrades to both client and server systems
Ask questions to determine nature of problem and walk the customer through the problem‑solving process
Install, modify, and repair computer hardware and software
Run diagnostic programs to resolve problems
Assist with technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
Install computer peripherals and drivers for users
Follow up with customers to ensure the issue has been resolved
Gain feedback from customers about computer usage
Run reports to determine malfunctions that continue to occur
Establish standards and procedures for continuous improvement
Maintain currency with respect to technical skills by attending training classes, special technical and administration courses, seminars, exhibits and trade shows as needed
Other duties as designated by department manager
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications
5-7 years of experience in a help desk environment
Experience troubleshooting Microsoft Windows, Microsoft Office and related software
Working knowledge and troubleshooting of Active Directory specifically GPO’s, OU’s, users and computers
Experience with desktop management solutions such as LANSweeper and WSUS is preferred
Experience handling configuration issues
Strong troubleshooting abilities
Experience with software installation procedures and licensing
Experience with centralized desktop security solutions such as McAfee EPO or similar vendor
Experience with Solidworks and PDM is preferred
Familiar with remote assistance applications such as Teamviewer
Knowledge of Local Area Networking Technologies and Wide Area Network Technologies
Strong written, verbal, analytical, and interpersonal skills
Education
Associate’s degree in Computer Science, or specialized training in certification coursework
CompTIA A+, Network+, MCP Certifications preferred
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