Perform first call resolutions for common issues, customer training, and advanced (equivalent Tier II support) troubleshooting and support.
Troubleshoot, resolve and provide solutions to end-user problems involving workstations, laptops, tablets, smartphones and standard software/applications.
Analyze software and business applications; troubleshoot issues.
Respond to issues and requests over the phone, via email or in person.
Follow up with customers, ensuring their issues and requests are resolved.
Ability to work cooperatively and independently to research and document issues and solutions.
Ability to work collaboratively with multiple enterprise teams to provide complete support to the end user.
Walk the customer through the problem-solving process.
Other service desk duties as assigned.

Requirements

Bachelor’s Degree (Computer Science, IT, or relevant field preferred).
3 years of relevant work experience.
COMPTIA A+ certification preferred.
Advanced knowledge of computer software systems, including databases, office applications, and operating systems.
Excellent analytical and diagnostic skills.
Advanced knowledge of help desk software and remote-access systems.
High-level communication skills.
Ability to troubleshoot complex hardware and software issues.
Intermediate experience with Active Directory, Windows Server and Workstation operating systems.
Understanding of TCP/IP and basic commands to resolve network connectivity issues.
Intermediate to advanced experience with DHCP.
Advanced experience with Microsoft Configuration Manager Console (SCCM) and client deployments.
Familiarity with Google Apps/Gmail & Microsoft Outlook.
Utilize remote tools to support remote users.
Adherence to Service Level Targets or Agreements.
Must pass the pre-employment qualifications of Cherokee Federal.

Benefits

Full-time benefits include Medical
Dental
Vision
401K
other possible benefits as provided

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingdiagnostic skillsActive DirectoryWindows ServerWindows WorkstationTCP/IPDHCPMicrosoft Configuration Manager Consoleremote-access systemshelp desk software

Soft Skills

communication skillsanalytical skillsproblem-solvingcollaborationindependencecustomer servicefollow-upresearchdocumentation

Certifications

Bachelor’s DegreeCOMPTIA A+