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NSC Global
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals.
- Document, maintain, upgrade or replace hardware and software systems.
- Support and maintain user account information including rights, security and systems groups.
- Field incoming help requests from end users via telephone and work orders; document end user identification and problem details.
- Build rapport with users, elicit problem details, prioritize and schedule problems, and escalate when required.
- Record, track, and document the help desk request problem-solving process through to final resolution.
- Apply diagnostic utilities and access software updates, drivers, knowledge bases, and FAQs to aid problem resolution.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on desktop fixes: install/upgrade software, implement file backups, configure systems and applications; test fixes and perform post-resolution follow-ups.
- Develop help sheets and knowledge base articles for end users.
- Typically report to a project leader or manager and collaborate within a team; perform a variety of complicated tasks with a wide degree of creativity and latitude.
Requirements
- May require an associate’s degree in a related area or 5+ years of experience in the field or in a related area.
- Knowledge of basic computer hardware.
- Experience with desktop operating systems including Microsoft, and Mac OS X.
- Extensive application support experience.
- Working knowledge of a range of diagnostic utilities.
- Experience supporting user account information including rights, security and systems groups.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to conduct research into a wide range of computing issues.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed; keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.
- Soft skills: ability to manage multiple priorities, persuade/influence/negotiate, motivate others, and work cooperatively.
- Physical requirements: able to sit at a desk, manipulate fingers for keyboarding, mobile between buildings, lift 40lbs.