Helpdesk Support

Position: Desktop Support
Location: Las Vegas Onsite

Technical Skills:

The role is to provide information assistance training and technical support to endusers regarding the use of computers networks and related peripheral hardware and software. This includes receiving prioritizing documenting and actively resolving enduser help requests.

Summary of Essential Job Functions

Field incoming help requests from end users via both telephone and email in a courteous manner.

Document all pertinent end user identification information including name department contact information and nature of problem or issue.

Build rapport and elicit incident details from end users.

Assess the severity of issues and categorize and assign them accordingly. Route severe incidents according to process.

Record track and document the help desk request problemsolving process including all successful and unsuccessful decisions made and actions taken through to final resolution.

Apply diagnostic utilities to aid in troubleshooting.

Identify and learn appropriate software and hardware used and supported by the organization.

Perform postresolution followups to help requests.

Develop help sheets and frequently asked questions lists for end users.

Provide support and training to all end users on computer workstation operation setup configuration and other issues.

Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring computer workstation performance.

Provision and deprovision of user accounts systems applications and network access.

Complete regular reviews of system users to ensure users are authorized and provisioned properly.

Perform routine security audits & other external compliance audits for all provisioned user accounts.

Perform other duties as assigned.

Position Requirements

Collegelevel coursework in Computer Science or related field and/or at least 1 years equivalent work experience.

Fundamental knowledge of computer workstation hardware networking principles business applications and peripheral devices.

Experience administering users and computers in a complex enterprise environment.

Able to read and understand technical manuals and procedural documentation.

Strong written and oral communication skills and effective interpersonal and relationshipbuilding skills.

Selfmotivated and directed with the ability to effectively prioritize and execute tasks in a highpressure environment.

Experience working in a teamoriented collaborative environment.