Help Desk Technician in Cranford, NJ at Volt

Date Posted: 10/7/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Cranford, NJ
  • Job Type:
  • Duration:
    12 weeks
  • Date Posted:
    10/7/2018
  • Job ID:
    121128
  • Pay Rate
    $20.0 - $22.0/Hour
  • Contact Name
    Volt Branch
  • Phone
    (973) 404-9187

Job Description

Volt has partnered with a large IT services organization in search of a Helpdesk Technician.

This will be a day shift (9:00 AM-6:00 PM). The candidate will need to be flexible enough to help cover others, when they are out sick, on vacation, be part of a 24hr weekend on call rotation when hired and also be available to work holidays and weekends.

Requirements

  • 7x24x365 environment.  Must be open to nights and weekends.
  • Experience with Windows XP, Windows 7, 8, and Windows 10 desktops.
  • A working knowledge of these technologies: Office 365; Microsoft Office 2010, 2013, 2016, Mac OSX.
  • Windows Server 2012 R2 and client versions.
  • Experience with Active Directory and Exchange, Exchange Online and Management Console.
  • Experience with file permissions, install and configure local and network printers, map network drives, and know how to remote into user’s system.
  • Experience of TCP/IP, Wireless and LAN/WAN network protocols.
  • Knowledge of DNS, WINS, DHCP, Gateways.
  • Experience with configuring email on iPhones and Android phones.
  • Experience with Office applications (Word, Excel, PowerPoint, and Outlook – all versions!).
  • Ethernet and wireless networking and related protocols; VPN, remote access, and configurations of home PCs connected to the corporate network remotely.
  • Good written, oral, and interpersonal communication skills.
  • Ability to work both independently and in a collaborative team environment.
  • Challenge themselves and the team by finding new way of resolving complicated issues in pressure situations.
  • Strong aptitude in O.S. Repairs, spyware removal, virus removal, hardware, troubleshooting, and software upgrades.
  • Knowledge of methodology to run computer systems and to troubleshoot minor computer equipment malfunctions.

Responsibilities

  • Create a ticket for each query and log all queries into the Help Desk ticket tracking system (internal and/or customer as required), including all appropriate documentation and Knowledge Base entries.
  • Monitor and respond quickly, effectively, and courteously to requests.
  • Resolve Tier 1 tickets (e.g. generalized/ scripted, Knowledge Base related resolution steps), and some Tier 2 technical and application tickets as assigned.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware by asking questions to determine nature of problem, and walking the customer through the problem-solving process.
  • Troubleshoot and resolve end-user hardware, operating system, and software-related problems to the end-user’s satisfaction
  • Troubleshoot and resolve basic network and server access problems for end-users.
  • Troubleshoot and resolve basic issues with the WAN, VLAN, firewall, VPN, etc.
  • Troubleshoot and resolve basic issues with voice communications and voice mail systems.
  • Follow up with customers to ensure issue has been resolved.
  • Troubleshoot hardware and software issues and escalate as necessary (i.e. VPN Technology, Office products, Account lockouts, Phone systems, “Blue Screens,” Malware).
  • Fix, update and maintain all desktops, laptops, tablets, mobile devices and technology peripherals.
  • Troubleshoot mobile devices and email functionality. (i.e. Blackberry, iPhone, Android).
  • Coordinate PC repairs, software/hardware installations.
  • Troubleshoot issues with printing, scanning, network connection, and CRM systems.
  • Keeps up-to-date documentation of applications, systems, and network equipment.
  • Produces support documentation.
  • Answer phone calls and take appropriate action to ensure a satisfactory response with acceptable time frames for the customers – Meeting Service Level Agreements.

REQUIRED EDUCATION AND EXPERIENCE

  • An Associate degree or one or more technology certifications is required, (e.g. Apple, Microsoft, COMPTIA A+ or Network+, etc.).
  • Three to five years’ experience working with computer technology in a business environment required.
  • Experience in providing telephone based assistance or instruction.
  • Willingness to learn and work with various computer systems.
  • Bi or Multi-lingual a plus.

VOLT IS AN EQUAL OPPORTUNITY EMPLOYER