To acquire the advantage, Zolon Tech is seeking a detail-oriented, thorough, and organized help desk employee to join our team. In this position, you will be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. You will also respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Provide technical help desk support, including Tier II and III sustainment support for various types of IT equipment, software, and peripheral equipment such as CPUs, monitors, keyboards, mice, laptop/notebook computers, cell and "smart phones ", and related equipment. Tier II Lead will coordinate operating system upgrades, IAVA mitigation, system imaging, and technical refresh cycles for all end-user devices.
Job Duties:
Provides first contact and incident resolution to customers with hardware, software, and desktop application issues. Including customer walk-ins, customer telephone support, and electronically submitted requests.
Installs, configures, and upgrades computer hardware and software.
Provides end-user software troubleshooting and support.
Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Attempts to resolve incidents during the first contact and escalates incidents to higher System Admin when required
Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
Provides polite and friendly customer service for local and off-site users.
Guides less-experienced technicians.
Documents incident status and solutions in the incident database tools.
Support for various types of IT equipment, software, and peripheral equipment such as CPUs, monitors, keyboards, mice, laptop/notebook computers, cell and "smart phones ", Operating System upgrades, IAVA mitigation, system imaging, and technical refresh cycles for all end user devices.
Support entails desk-side support and on-site technician support. Visit the user's desktop or printer for hands-on support for various types of computer repairs, troubleshooting, and hardware/software maintenance.
Create step-by-step training material with screenshots for clients
Determine the best solution based on the issue and details provided by customers
Follow up and update customer status and information
Identify and suggest possible improvements to procedures
Maintain technical documentation and service catalog on the installation of software, configuration of hardware, and problem troubleshooting
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Provide quick resolution and excellent customer service
Work through the problem-solving process with customers, empowering them to do the same in the future
Required Skills/Qualifications:
Minimum of 5 years of directly related experience supporting help/service desk operations.
Help Desk Technician hands-on experience with diagnosing and resolving basic technical issues
Keen attention to detail, memory of patterns, and interest in problem-solving
Excellent communication and interpersonal skills
Customer-oriented and patient
Clearance Required: Active Secret
Certification Required: IAT Level II current preferred (but can obtain after being hired, but BEFORE starting)