Help Desk Technician

Florence, South Carolina
Information Technology (Computer and Mathematical Occupations)
Job Type
Working Hours
8:00 AM - 5:00 PM
US$ 20.00 per hour
Ref. Number
Shoemaker,Andrea, Spherion
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Job Description

Under supervision of the Technical Services Supervisor, performs help desk and end user support. Main focus is with Help Desk operations. This includes; work order entry, call information gathering, hardware problem resolution, network troubleshooting, work order assignments, status reporting, and timely resolution of open help desk entries. Will provide first level help desk functions to end users of Personal Computers, network printers, AS/400 Hardware, and associated software issues. Position is also reasonable for the IT asset control system. This system includes IT hardware inventory, location tracking, and hardware maintenance history. Contact with various internal departments will be required for problem determination and resolution. This position will take part in Personal Computer roll out and the setting up of new hardware. The position is also responsible for hardware relocation.

Support enterprise information technology including all hardware, software, operating systems and communications equipment. Knowledge of software configuration and troubleshooting required. Working knowledge of Microsoft applications (Word, Excel, Power Point, Access, Outlook and Exchange), Cisco hardware (routers and switches) is required. Exposure to Microsoft current operating systems (server and workstation) and basic network trouble shooting procedures is required.

Responsible for day-to-day operations of IT systems in the area of security, infrastructure integrity and level one technical support services for internal users at all levels of the organization.

??? Function as a key member of the team and escalation point to provide day-to-day operation of corporate production systems.
??? Respond to and resolve operational problems and adhere to service level agreements
??? Ensure capacity and stability of corporate and production systems environment is maintained at an acceptable level
??? Perform Microsoft Windows system administration, installation, upgrades, patching, turning, and troubleshooting on production workstations
??? Perform application software installation, upgrades, and troubleshooting, including Microsoft Windows 7 and other end client devices.
??? Participate in planning and testing system and application level upgrades
??? Perform troubleshooting and problem resolution activities with other support teams (e.g. IP Engineering, Microsoft Premier Support, vendors). Produce Root Cause Analysis that focuses on recommendations to lessons learned and avoid problem recurrence
??? Maintain productive relationships with peer organizations & vendors
??? Other duties as assigned

Working hours: 8:00 AM - 5:00 PM

This position is hands-on with the expectation of active participation in assigned projects and in day-to-day responsibilities. Must be self-motivating, able to work independently, willing and capable of taking ownership, yet at the same time be able to take direction from supervisor. Must possess good verbal and written communication skills.


1-4 years

??? Minimum 1 year of experience supporting Help Desk support level I in a 24x7x365 large-scale enterprise
??? Proven Project Management Skills
??? Demonstrated knowledge of Microsoft Active Directory, Group Policy, Exchange Server, with experience in troubleshooting, identifying, and resolving issues quickly
??? Basic understanding of Security and identity management technologies (Digital Certificates, LDAP, SSO, etc.)
??? Basic understanding IP networking and Infrastructure services (TCP/IP packet analysis, DNS, DHCP, NAT, etc.)
??? Experience with developing technical documentation for deliverables and recommendations
??? Self-starter with the ability to work independently
??? Ability to Work in a Fast Paced Environment and meet deadline

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