NSC Global

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NSC Global

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job 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.