Technical Support Analyst

ABOUT THE ROLE

The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.

Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment

Help Desk Tech Job Duties include:

1.Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.

2.Perform installation and troubleshooting of PC's, printers, iPhones and software.

3.Daily inspections of server room and data closets

4.Manage backup tape rotation and cases for offsite pickup

5.Perform network jack activation for correct VLAN

6.Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.

7.Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets

Skills:

Skill
Required / Desired
Amount
of Experience
Expertise Rating
Move

Respond to and direct help desk tickets to other technicians for resolution
Required
2
Years

installation and troubleshooting of PCs, printers, iPhones and software
Required
2
Years

Daily inspections of server room and data closets
Required
1
Years

Manage backup tape rotation and cases for offsite pickup
Required
1
Years

Some Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPN
Required
1
Years

Perform network jack activation for correct VLAN
Required
2
Years

Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
Required
1
Years

Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Required
1
Years

Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools
Required
1
Years

Strong presence, professional image, and ability to deal confidently with technical matters
Desired

Excellent verbal and written communications skills
Desired

Highly motivated, self-sufficient and able to work well independently
Desired