Vacancy caducado!
- Field incoming helpdesk requests from the user community in a courteous manner via phone calls, service desk requests, email and/or walkups.
- Obtain and document detailed issue descriptions from the end user.
- Troubleshoot and resolve issues using diagnostic and service desk request tracking tools, as well as provide hands-on assistance as needed.
- Use the service desk system to track, record, and document the problem-solving process, including all successful and unsuccessful attempts at resolving the issue through to the final resolution.
- Support users across dispersed locations using remote assistance software and a variety of communication tools.
- Prioritize and schedule issues, escalating and assigning service desk requests to the appropriate discipline area.
- Provide training and support to the user community and fellow team members on computer operations and other areas as they are needed.
- Install, configure, test, maintain, monitor, and troubleshoot IT related hardware, software, peripherals, and printers.
- Liaise and provide assistance to other IT functional areas as needed.
- Perform post resolution follow-ups to service desk requests.
- Develop Frequently Asked Questions, Knowledgebase articles, and other documentation for use by the user community.
- Maintain inventory of all IT related hardware.
- Develop and maintain software installation and configuration documentation for use by IT.
- Recommend, schedule and perform hardware and software improvements, upgrades and repairs.
- When necessary, liaise with third-party support and vendors.
- Education in a Computer Science or MIS related field.
- Experience with service desk tools.
- Strong customer service skills.
- Experience supporting a user community remotely over dispersed locations.
- Excellent technical knowledge of IT related hardware such as laptops, desktops, multi-function printers, peripherals, large format printers and copiers.
- 2+ years hardware and software troubleshooting experience in a business environment.
- Experience supporting software applications such as Microsoft Office, Microsoft Windows, Adobe Creative Suite and Google applications.
- Ability to read, understand and use technical manuals, procedural documentation, and OEM guides.
- Ability to conduct research on IT related problems and products.
- Strong interpersonal, written and communication skills.
- Ability to communicate technical terminology to the user community in a way they can relate to and understand.
- Self-motivated and directed and pays close attention to detail.
- Analytical and problem-solving skills.
- Ability to keep up the pace of a high-pressure environment by prioritizing and task dividing.
- Experience working in a team-oriented, collaborative environment.
- Bachelor’s degree.
- Technical certifications.
- Experience supporting AEC software applications such as 2D/3D AutoCAD, Revit, Virtual Reality and other visualization software.
- Experience working for an architectural and/or engineering firm.
Vacancy caducado!