Level 1 IT Help Desk Analyst - Smart Ims

Job Responsibilities

• Oversee the daily performance of computer systems and applications.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets until resolved.
• Confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Minimum Qualifications:

• High School diploma or GED
• Six months of IT Level 1 support experience handling customers, questions, and complaints, and/or providing information in a call center environment.

Preferred Qualifications

• 1+ years’ experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10.
• Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college
• Knowledge of Apple iOS

Skill

Required / Desired

Amount

of Experience

Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college

Required

Experience performing as Helpdesk Technician with hands on knowledge in resolving issues with Outlook, MS Office, Win 7 and 10, Active Directory.

Required

1

Years

Monitor ticket queues, assign tickets to appropriate internal and external support staff, escalate tickets outside of SLA’s until resolved.

Required

1

Years

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Required

1

Years

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Required

1

Years

IT Help Desk Call Center exp

Required

All your information will be kept confidential according to EEO guidelines.