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NSC Global
full-time
Posted on:
Location: Louisiana • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Maintain, analyze, troubleshoot, and repair computer systems, hardware and 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 via telephone and work orders; document end user information and problem details.
- Build rapport with users, prioritize and schedule problems, and escalate when required.
- Record, track, and document help desk problem-solving process through to final resolution.
- Apply diagnostic utilities and access software updates, drivers, and knowledge base resources.
- Perform hands-on desktop fixes: install/upgrade software, implement file backups, configure systems and applications.
- Test fixes, perform post-resolution follow-ups, and develop help sheets and knowledge base articles.
- Perform related duties consistent with scope; typically report to a project leader or manager.
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.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills (rapport-building, listening, questioning).
- 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.
- Ability to sit at a desk, manipulate fingers for keyboard use, be mobile between buildings, and lift 40lbs.