JOB DESCRIPTION
| Position | Help Desk Technician |
| Location | Pennsylvania – US |
| Experience | 4+Years |
| Number of Openings | 2 |
| Shift Timings | 8:00 AM-5:00 PM (EST) |
The Desktop Technician Engineer will be responsible for the End User support. Installation and Configuration of network devices like Switches, Firewalls and Wireless access points. Provide helpdesk support including, but not limited to: Receive and respond to user-initiated helpdesk calls within identified service level objectives identified in the technical support service catalog and shall escalate issues to the next level of support.
Key Responsibilities:
- 24x7x365 IT Service Desk to all End Users.
- Manage and follow daily schedule of dispatched tickets and projects.
- Installation and configuration of network devices (switches, firewalls, wireless access points etc.)
- Administration and troubleshooting physical and virtual servers.
- Administration and troubleshooting Microsoft/Office
- Follow OculusIT based processes.
- Identify patterns and issues in our process and delivery and provide recommendations for improvement and automation.
- Identify and offer potential solutions for recurring issues.
- Maintain internal and OculusI documentation.
- Escalate tickets to other service delivery areas as needed.
- Answer questions or resolve computer problems for clients in person, via telephone, or electronically.
- Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- Provide Tier-1 helpdesk support including, but not limited to:
- Receive and respond to user-initiated call center calls within identified service level objectives identified in the technical support service catalog and shall escalate issues to the next level of support.
- Receive and respond to user-initiated email and online support requests and escalate issues as defined in the technical support service catalog.