Job Details
Qualifications
- Active Directory
- Avaya
Job Description
We are currently seeking a motivated individual to join our IT Operations Team as an IT Helpdesk Technician. This is an entry level IT position that will work on our Helpdesk under the supervision of the Director of Infrastructure and Security. This position works along other support staff to support approximately 500 users in seven US locations. The helpdesk mission is to support the daily operations of Universal Background Screening, its remote locations, and internal users. This position is a First Responder and a single point of contact for IT Support, managing events, problems, incidents, service requests, and handling communication with users.
Responsibilities
Provide excellent customer focused service to our internal users and strive for continuous business operation.
Minimize incident impact to the business and facilitate good end user practices
Facilitate communication between end users and IT staff
Perform initial review of all incoming Help Desk tickets and process to resolution, escalate, or route to appropriate support team.
Perform event diagnosis, incident handling, problem management, and resolution.
Provide remote and in-person support assistance.
Adapt to new technology and systems
Adhere to company policy and procedures
Maintain and publish documentation.
Manage End-point processes including PC/Laptop imaging, asset inventory management, end user application installation and support, and shipping/receiving.
Perform User Account administration for Active Directory, Avaya/Mitel phone/voicemail, and other business-related applications and functions.
Perform other duties as assigned