IN263
Desktop Support Engineer with networking, SolarWinds, printer/phone/peripheral/computer troubleshooting, MS Office, Windows, iOS and helpdesk experience
Location: Miami, FL
Monitor connectivity and provide support for the District WAN, provide call center support to District staff and manage vendor queues.
Monitor data circuits using management tools such as SolarWinds or other management consoles.
Troubleshoot printers, personal computers, peripheral equipment and telephones.
Process trouble reports that arrive via telephone, e-mail or the District's web based reporting application.
Resolve trouble reports or forward reports to appropriate in-house team and/or vendors for resolution.
Follow-up on outstanding issue to ensure timely resolution of issues.
Maintain accurate records and documentation.
Escalate outstanding issues with in-house teams, management and vendors.
Other responsibilities as assigned by supervisor.
Qualifications
Minimum AA / AS degree or equivalent level of college level credits in technology related field.
Three (3) years of experience in a technical field service role or three (3) years technical help desk agent capacity or three (3) years of combined experience in technical field service and technical help desk agent.
Two (2) years of experience with incident reporting applications.
Two (2) years of experience with WAN / LAN management and administration tools / applications.
Four (4) years of experience with installation and use of Microsoft O/S and Microsoft Office application suite. Mac iOS and software application experience a plus.
Three (3) years of experience with high speed voice and data circuit troubleshooting / reporting.
Excellent verbal and written communication skills.
Strong customer service and interpersonal communication skills.
Detail-oriented, ability to multi-task and manage time well.
Works independently or as a part of team under general supervision.
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