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Helpdesk / Desktop Enterprise level support

Catapult Recruiting LLC
Published
April 26, 2021
Location
6107 SW MURRAY BLVD #269, Beaverton, Oregon
Category
Default  
Job Type

Description

We are looking for someone with 5+ years of Helpdesk/Desktop Support experience in enterprise support, imaging, desktop support experience.

  • Provide support for technical issues involving core business applications and Microsoft related technologies: Office 2010 to 2013, Office 365, Windows Server, Active Directory account and permissions management
  • Must have Root Cause Analyst / Critical Thinking Skills.
  • Knowledge of phone systems, PBX cloud solutions, IP Cloud.
  • Knowledge of ITIL a big plus
  • Knowledge of Ticketing and Inventory Systems
  • Knowledge of AZURE, CITRIX work space, VMWare
  • Creation of workflow documentation skills
  • MS Exchange support background
  • Supporting PC's IP address and the DNS Servers
  • VoIP
  • DHCP
  • IP address
  • Imaging Computer experience
  • Respond to user requests by phone, email or in person
  • Ticket creation and management
  • Find and implement solutions for users within the companies support framework
  • Monitor and support disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Configure and deploy end user equipment – desktops, laptops, tablets, phones
  • Assist with server deployment and maintenance
  • Creation and maintenance of system documentation e.g. user guides and training materials
  • Communication with users: informing them of incident progress, notifying them of impending changes or agreed outages

Additional Duties and Responsibilities

  • Ability to work in a team and communicate effectively across all areas of the business
  • Escalate service or project issues that cannot be completed within agreed service levels
  • Document and follow internal processes and procedures related to duties and responsibilities
  • Review IT publications and online materials to remain up-to-date with current and future technologies
  • Ability to participate in an on-call rotation
  • Ability to work occasional nights and weekends to perform scheduled maintenance

Knowledge, Skills, and/or Abilities Required

This support project undertaking is complicated, at the “enterprise-level

  • Customer Relationship Management, software that helps organizations present a consistent message about customer insights by gathering the latest information
  • Enterprise Resource Planning
  • Supply Chain Management Systems
  • Cloud support background would be helpful
  • Interpersonal skills: such as telephone, communication and active listening skills and customer-care
  • Methodical troubleshooting / diagnosis skills
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-moving environment
  • Strong work ethic is a must (reliable, punctual and dependable)
  • Ability to lift up to 50 lbs., sit for periods of up 4 hours, comfortable working at heights

EDUCATION:

2-year degree/certification in related discipline or equivalent combination of education and experience.

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