Provide investigation, diagnosis, resolution and recovery for hardware/software problems.
When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
Manage service requests, software installations, new computer setups, and upgrades, patch management etc.
Support the following technologies: Microsoft Office 2007/2013/2016/2019/2020 products – Outlook, Word, Excel, Access, Internet Explorer, Windows 7/8/10, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
Monitor daily backups.
Requirements:
High School diploma or equivalent or any.
MCSE & CCNA certification preferred.
1-2 years directly related work experience in a technical support position Windows 7/8/10, Microsoft Office 2007/2013/2016/2019/2020 or later (2019 preferred), Internet Explorer and business applications in a business environment, GDS knowledge preferred.
Knowledge of multiple desktop programs, configuration and debugging techniques.
Strong work ethic, detail oriented as well as excellent oral and written communication skills.
Sound problem resolution, judgment and decision-making.
Experience supporting Windows 7/8/10, Microsoft Office 2013/2016/2019, Outlook in and Exchange Environment, Internet Explorer, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
Experience with TCP/IP and general networking issues.
Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.
Strong interpersonal and organization skills, successful in working both independently and in a team environment.
Strong problem solving skills.
Skill Sets:
1)Experience of Help Desk work related to PC/Server/iPhone
2) Upgrade experience of Network (LAN)
Conditions: Need to go to business trip once a year to each station for at longest one week Station (Airport)JFK NY, DFW Texas, SFO California, ATL Georgia, ANC Alaska, LAX California
