Part-Time Service Desk Agent (Intern/Entry-level)

Posted by Ebrahim Randeree on

http://www.entint.com/
This is a part-time, entry-level position paying $9.00 per hour, 20-30 hours per week.

Purpose: Provide first-level support to client users on system access and performance issues.

Duties and Responsibilities:
• Recognize problems which require root cause analysis.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Provide issue resolution support and ensure the stability, integrity, and efficient operation of client networks.
• Perform remote analysis, diagnosis, and resolution of complex PC problems for a variety of end users, implementing remote corrective solutions.
• Communicate accurate and timely status of incidents internally and externally.
• Work with end users to deliver support defined by contracted Service Level Agreements.
• Configure, test, maintain, and troubleshoot end user workstation hardware, software, networked peripheral devices, and networking hardware products.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, statistically monitoring PC performance, and support documentation
• Accurately document instances of hardware failure, repair, installation, and removal.
• Maintain up-to-date knowledge of hardware and equipment contracts and facilitate contract-based installations.
• If necessary, liaise with third-party support and PC equipment vendors.
• Report personal time and attendance as well as personal utilization statistics.
• Meet metrics including Service Level Agreements, utilization statistics, call statistics, customer service statistics, ticket quality, billable hours, and quality of project documentation.

Technical Requirements:

Software: Microsoft Office suite (all versions)
Operating Systems: All Microsoft Desktop Operating Systems and Microsoft Server Operating Systems
Hardware: Desktops, laptops, wireless devices, network printers, servers, routers, switches, and firewalls

Education:
• High school degree or equivalent required
• Associate’s degree in IT or related field preferred
• A+ and Net+ certifications

Experience:

• 1-3 years experience in a technical support role
• Phone systems support (Cisco/Avaya)

Other:
• Candidate must be a good “organizational fit” with the rest of the EI team.
• Strong understanding of Windows Active Directory users and computers.
• Strong understanding of Windows NT permissions.
• Excellent communication skills.
• Ability to multitask in a fast paced environment.
• Must be creative and flexible.
• Strong interpersonal skills essential.
• Good attendance required.
• Ability to effectively build relationships with customers.
• Ability to quickly learn to support proprietary client applications
• Able to sit for long periods of time
• Comfortable performing remote support

Preferred Experience:
• VPN experience

Preferred Certifications:
• MCP, CCNA, Security+, MCSE + Messaging, CCA, MCSA, MCDST, ITIL v.3 Foundations