IT Helpdesk Support Specialist at Precision Resources

Precision Resources, a division of The Trimarc Group, Inc. is currently searching for an experienced  IT Helpdesk Support Analyst to join a client in Okemos, MI.  This is a contract to permanent position with a growing organization.
This is a hybrid position working onsite and remotely each week.

Position Summary:

• The primary role of the IT Support Analyst is to serve as the main point of contact for users ensuring sufficient coverage at all times for their ACD queues, voicemail activity and web ticket submissions.
• This position requires a strong focus on customer support and satisfaction as well as attention to detail in documentation and processes. This position will focus on tier one end user support.

Position Duties/Responsibilities:

• Primarily focused on the ACD queue to ensure sufficient coverage at all times, voicemail is actively monitored, and web ticket submissions are handled. 
• Provides tier one support to end users including but not limited to workstations, proprietary and desktop applications, printers, mobile devices, and A/V equipment or software. 
• Simulates or recreates user problems to resolve operating difficulties.  Receives assistance from senior engineers for completion of more complex issues.
• Collaborates with helpdesk peers or other IS teams such as systems engineers, software systems engineering, and/or applications development to identify problems.
• Partners with other IS departments to support various environments including, but not limited to, Active Directory, Windows, Apple, and Citrix.
• Records and categorizes all helpdesk incident or request interactions accurately into the tracking system.  Documents, in detail, to facilitate knowledge transfer to helpdesk and IS team members.  This includes but is not limited to incidents, problems, and knowledgebase articles. Creates, updates, and assists with retirement of knowledgebase articles regarding Desktop Support working procedures.
• Utilizes basic understanding of current desktop technologies as well as capability to research and escalate complex issues to management, senior Desktop Engineering team members, or other Information Services personnel as required.
• Uphold the security, integrity and reliability of desktop systems by performing client system routine maintenance or updates as requested. 
• Schedules install of new hardware or software and/or existing workstation revisions with user.  This includes imaging utilizing SCCM and actively exercising inventory and purchasing controls as per process.

Position Requirements:

• Associate’s Degree and two to five years of relevant work experience or Bachelor’s Degree associated with Information Technology and one to three years’ relevant work experience.
• Knowledge of different Microsoft Operating Systems including Windows 7 and 10.  Valid MCP certification preferred.
• Exposure to Active Directory.
• Must have a fundamental understanding of software and hardware and/or other technical equipment.
• Must have rudimentary networking knowledge including ports and protocols.

To view all of the open position with Precision Resources, please visit: http://www.precisionresources.org/careers/

Apply directly https://evoportalus.tracker-rms.com/PrecisionResources/MyLite?id=1226

Precision Resources, a division of the Trimarc Group Inc., is one of the fastest growing consulting and recruiting firms providing top-tier Information Technology professionals.

Our IT Consulting and Recruitment Division is strengthened with our ability to match talented and experienced Information Technology professionals to the unique business needs of our clients. Our team-based approach allows us to combine our experiences in the IT industry to develop effective, customized solutions quickly and efficiently. Since we focus on building long-term relationships, we are always striving to provide higher quality service and produce better results.

We have become a strategic partner for Fortune 500 firms as well as small to medium sized companies because of the ability to quickly develop effective, customized solutions for time-sensitive initiatives for our clients. From contract and consulting, to contract to hire and permanent placement, Precision Resources has a solution to meet your needs.