Helpdesk Specialist III
ITT Inc.
Athens, GR
πριν από 6 μέρες

Essential Responsibilities

Operational Management

  • Perform remote analysis, diagnosis, and resolution of potentially complex hardware and software issues for end users; follow pre-defined processes for resolution and escalation of issues where required.
  • Configure, test, maintain, monitor, and troubleshoot end-user PCs, and related hardware and software in order to meet required service level targets.
  • Installation of software using remote distribution software.
  • Processing of request related tasks for account administration of several software systems.
  • Strategy & Planning

    Write technical knowledge documentation specifications for IT business processes and troubleshooting

    Acquisition & Deployment

  • Utilizing an Incident Management system to receive and respond to incoming calls, emails and other contact methods regarding any IT problems or requests for service.
  • Answer to and perform administrative requests in a timely manner as submitted.
  • Manage email, messaging and collaboration connection solutions, including workstation connectivity, local area networks, and mobile phone services.
  • Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance for multiple applications.
  • Troubleshoot input / output devices, including printers and scanners.
  • Analyze system, server, application, network, and input / output device performance.
  • Recommend, schedule, and perform software and hardware improvements, upgrades, patches, reconfigurations.
  • Exchange information and knowledge related to IT services with other departments within assigned locations.
  • Coordinate with network engineering, business applications, and database administration functions to implement desktop and server systems that utilize industry best practices to meet corporate objectives.
  • Participate in and support capacity planning and the development of long-term strategic goals for systems and software in conjunction with end-users and department managers.
  • Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring IT operations.
  • Accurately document all activities that are performed with end users within the Incident Management system.
  • Participate in special projects as requested.
  • Technical Aptitude

  • Working technical knowledge of current systems software, protocols, and standards, including Exchange Online, Active Directory, Cisco Networking, Cisco Unified Call Management, Windows 7 / 10
  • Hands-on software and hardware troubleshooting experience.
  • Experience with data management methodologies.
  • Proven analytical and problem-solving abilities.
  • Very keen attention to detail.
  • Skilled at working within a team-oriented, collaborative environment.
  • ITIL knowledge and certification is preferred
  • Microsoft Certifications
  • Cisco Certifications
  • Network + or A+ Certifications
  • Position Requirements

  • College degree in computer science, information sciences or related field and 1-2 years’ experience OR 3-5 years’ relevant industry including call center and / or desk-side experience
  • Expert level knowledge of computer hardware and software systems in an enterprise environment.
  • Familiarity with corporate Active Directory Environment
  • Extremely proficient with technical troubleshooting methodologies.
  • Experience in a high contact volume fast paced environment.
  • Exceptional verbal and written customer service skills.
  • Working knowledge of a range of diagnostic utilities used in the troubleshooting of technical issues.
  • Willingness to adjust schedules in a mutually agreeable manner in order ensure proper coverage for helpdesk services (covering for teammates on holiday, etc.).
  • Αναφορά αυτής της εργασίας
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