IT Help Desk Technician

  Sports Facility
  West Region
  Sports Technology
  Posted/Updated: 06/20/19



Job Summary

Description

  • Support and troubleshoot client-side issues through remote access gateways or with on-site support, either locally or during an event as needed.
  • Use a helpdesk dashboard to track issues, provide updates and ensure customer satisfaction.
  • Maintain, update and disperse a self-help knowledge / document base for end users.
  • Must be a self-starter, capable of tracking multiple issues simultaneously, and providing quality customer service and follow through. 
Responsibilities
  • Prompt customer response, follow-up, and resolution of customer related issues initiated in person, ticket or phone.
  • Strong problem solving and troubleshooting skills, including ability to perform root cause analysis for preventing reoccurring issues.
  • Authoring and maintenance of technical documentation.
  • Capable of independently solving basic to intermediate problems associated with end-user workstations and associated peripherals, mobile devices and networked devices.
  • Capable of working within a team to solve basic to advanced problems associated with end-user workstations and associated peripherals, mobile devices and networked devices.
  • Strong communication skills, including writing ability to update tickets with status and communicate daily/weekly status.
  • Strong organizational skills and the ability to manage a diversified workload.
  • Demonstrated ability to work effectively with all levels of operations and client services.
  • Strong attention to detail.
  • Personable and professional.
Experience and Education Required
  • Associate degree in IT or equivalent work experience. 
  • Any relevant industry standard certifications are highly preferred.
Skills Required
  • Proficiency in Microsoft Office 365.
  • Proficiency with Windows 7/10.
  • Active Directory experience required. (GPOs, Access Control, User/Group Management).
  • Basic understanding of common networking protocols such as DHCP and DNS.
  • Basic PC Hardware knowledge and troubleshooting experience is required.  (Memory, CPU, Disk, Power Supplies, etc.).
  • Experience with Zendesk or a similar ticketing system is preferred.
  • Working knowledge of NTFS and Unix file system permissions highly preferred.
  • Windows Desktop troubleshooting, installation, management, and maintenance required. (Windows 7/10).
  • MAC OS X Desktop troubleshooting, installation, management, and maintenance highly preferred. (10.13+).
  • Mobile device experience is preferred (iOS & Android).
  • Genesis VoiP experience preferred.
  • Virtualization / Nutanix AHV experience preferred.
  • Familiar with ITIL standards and workflow preferred.


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