Help Desk Technician I

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Help Desk Technician I
The candidate will be responsible for providing phone support, remote assistance, walkup, and desk-side problem resolution for all local and remote office users, satellite office users and IT staff with data center, hardware, telephony, software and applications problems. Responsible for courteously obtaining and conveying concise problem information to P.C users. Support includes to computer and peripheral installation and troubleshooting, account management, first and second level problem determination, problem/incident recording, and problem resolution/escalation. Responsible for providing accurate and timely logging of problems and resolution for problems in our IT ticketing management database; maintain communications with customers during the problem resolution process; and conduct the research necessary to resolve and avoid future problems. Duties entail assisting network engineers and administrators with data center issues at the Kentucky location as well as rollout of equipment for satellite office users and aid in any setup associated with equipment deployment including VOIP telephony equipment. In addition will be tasked with escalation of a problem if not resolvable by the technician within a timely period.

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