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Senior Help Desk Technician

Samford, CT 06902

Posted: 09/09/2019 Employment Type: Direct Hire Job Category: Networking Job Number: 11074

Senior Help Desk Technician

Our client is  global technology services company focused on supporting broadcast, cable and digital leaders. They design, implement and operate reliable video solutions that capture, process and deliver their clients’ video content from any source, in any format, to any destination in the most efficient manner possible.

They are seeking a Senior Help Desk Technician to join their team! 

Here' s what you' ll be doing:
  • Serving  as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues
  • Accurately diagnosing  client technical issues; gathering the necessary information; and performing standard, preliminary research using all relevant available resources
  • Effectively implementing the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools to resolve issues
  • Clearly and thoroughly documenting requests for assistance in our ticket management system, and tracking incidents through to resolution / escalation (per client guidelines)
  • Escalating  unresolved issues to Team Leads
  • Identifying potential outages and other problems (via information gathering, ticket trends, etc.) and communicating  the information to Team Leads in a timely manner
  • Daily management of technology assets such as laptops, desktops, printers, and tablets using our centralized asset management system
  • Providing  daily support for our collaboration tools and services (Conferencing Room Equipment, Go To Meeting, etc.)
  • Assisting with onboarding / offboarding employees, including provisioning hardware, and ensuring processes are documented accordingly
  • Managing users, groups, and computer objects in Active Directory
  • Managing user mailboxes and distribution list using the Exchange Management Console

Here' s what our ideal candidate has:
  • An understanding and ability  to troubleshoot the Windows Operating Systems and Apple OS X Operating Systems
  • An understanding of domains and at least  a cursory knowledge of group policy
  • An understanding and ability to troubleshoot IPv4 and other networking protocols
  • An understanding and ability to troubleshoot VoIP phones and PBX administration
  • Familiarity with virus/adware removal processes
  • Working knowledge of using the command prompt and powershell
  • An understanding of computer hardware and software concepts and troubleshooting
  • Working knowledge of Microsoft Office Suite, Apple IOS devices, and managing video conferencing equipment, collaboration tools, and services

Keywords: Windows, CompTIA A+, Network+, Security+, CCNA, MCITP, MCSA, MCTS,

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