Job: Help Desk Technician II

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Jobing Description

Assess and resolve callers IT problems. Incidents may include troubleshooting desktop, server and network issues remotely or internally. Determine severity of issues and prioritize accordingly. Resolve issues within the department‚s service levels. Keep callers informed of the status of the incidents. Accurately record and track all incidents on the call tracking system. Keep management informed of any unresolved issues and/or the need for additional resources. Develop and maintain procedural manual.

A qualified candidate should have a minimum of 3 - 4 years of experience as a Help Desk Technician and have experience with WAN, Microsoft Active Directory 2003, Windows Desktop and Windows Server environment, Microsoft Exchange with OWA, Citrix Presentation Server and Microsoft Office software.

The ideal candidate should also have excellent communication (verbal and written) and troubleshooting skills, the ability to work in a team environment or individually, be able to manage multiple projects concurrently, have a flexible work schedule, be able to work evenings and/or weekends if necessary and the desire to take accountability and responsibility for the help desk position on all levels.