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Service Desk Associate

Service Desk Associate

ID 
2018-1396
Job Location 
US-NC-Chapel Hill
Type 
Regular Full-Time

More information about this job

Overview

The Service Desk Associate is part of an internal technology customer service team that maintains, analyzes, troubleshoots, and resolves PC hardware and software issues as well as identifies network problems related to PCs. Responsibilities include installing and configuring PC software and hardware, and performing repairs, upgrades, and replacements as needed. This position also performs systems administration on various network platforms. The successful candidate exudes customer service via respectful interactions with teammates and clients while providing timely and effective services to company employees.

Responsibilities

The responsibilities of this position fall into four major categories – customer service, process/systems administration, technical support and request fulfillment.

  • Provide customer service to internal users (both local and remote) including willingness to work flexible and/or non-traditional hours as necessary
  • Manage service ticket queue, escalations, and follow-ups
  • Troubleshoot, diagnose, and resolve complex PC, application, and network problems
  • Contribute to technical documentation in the internal knowledge base
  • Troubleshoot and repair general network connectivity issues
  • Provision new systems and office phones
  • Perform software installations
  • Perform user administration in a Windows Active Directory environment, including assigning file permissions
  • Monitor Enterprise Backup systems (NetVault)
  • Support, implement, and use Windows 7, 8.1 and 10
  • Perform corporate OS deployments (MS SCCM)
  • Install, configure, maintain and repair enterprise printers (HP)
  • Provide remote support utilizing tools such as TeamViewer and Windows Remote Desktop

Qualifications

  • BA/BS Computer Science/Information Systems or Associate Degree in computer technologies or appropriate IT certification or equivalent one year of relevant work experience. Willing to accept no relevant work experience (new graduates) if technical degree in place
  • Detail oriented and organized
  • Focused and committed 
  • Ability to quickly learn new techniques