Our client has a contract to hire opportunity available. This position will be a mix of system administration and help desk support.
Manages the documenting, tracking, and monitoring and problem-solving of technical issues using the IT Helpdesk system.
Fields, answers, evaluates, prioritizes, and troubleshoots in a timely manner, incoming Help Desk requests from end users via email and/or help desk software.
Proactively interviews users to collect information about problems and leads users through diagnostic procedures to determine source of error and recommend correction as needed.
Provides timely and effective technical support for end users, demonstrating patience during all interactions.
Documents the Help Desk problem-solving process including successful and unsuccessful actions taken and the resolution to prevent future problems.
Develops help sheets and frequently asked questions lists for end users. May be called upon to create and provide training to end users.
Maintain in depth knowledge of Help Desk supported products and services.
Monitors, logs, and tracks reported issues and maintains history records and related problem documentation to assist with the building of the data warehouse and other problem-solving documentation protocols.
Performs hands-on fixes at the desktop level, including upgrading software and hardware configuration.
Responsible for building, maintaining, and updating system images.
Assists in the creation and management of system users and their access, including but not limited to e-mail, network shares, software applications, etc.
Manages and executes the server and software upgrade and patch application lifecycle
Executes IT related projects and tasks as assigned to them.
Software Support and Escalation
Utilizes the database to read, write and run basic SQL scripts to identify and troubleshoot issues that can be addressed immediately.
Escalates issues to the software development team and follows the problem through to resolution and communication back to the end user.
Evaluates and analyzes the end user experiences to find areas of inefficiency and opportunity. Tracks and organizes this information and presents ideas to Management.
Communicates clearly and frequently
Displays strong listening skills to fully understand the issue.
Prioritizes and schedules issues, escalates problems (when required) to the appropriate technician.
Conducts problem recognition, research, resolution and follow up for user issues.
BA/BS in Computer Information Systems or a related field required (will consider in school, experience, and training in lieu of degree).
4+ years of experience in a corporate IT support environment
2+ years' experience in network troubleshooting
2+ years' experience in implementing and monitoring security solutions
Microsoft Server, Active Directory, desktop products, O365 experience.
Expertise in Microsoft OS, Windows 7/10, Microsoft Office 365, Office desktop products such as Outlook, Excel, Word, PowerPoint, etc.
Microsoft certification or other technical training is desired
Ability to escalate unresolved issues to the next level of support personnel and collaborate through completion
Analytical and data driven
Nice to have qualifications:
Knowledge of Transact-SQL language and experience utilizing SQL Server Management Studio
Experience administering a VMware environment
Experience with Power BI
HDI certification a plus
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Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
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