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Type: Contract to Hire | Location: Indianapolis, Indiana
Purpose of Position/Summary:

To provide more efficient and timely resolution to user issues promoting greater first call resolution within the confines of current rights and role structure. This position reports to the HelpDesk Team Lead for day to day work direction or higher level staff.

Essential Duties/Responsibilities:

Technicians will be required to provide phone and queue support and perform primary trouble-shooting for all in-coming calls and tickets relating to; active directory and voice mail passwords, as well as network and telecommunications issues. Trouble-shooting includes but is not limited to remoting into customer’s machine.

Create trouble tickets for all phone calls received relating to active directory and voice mail passwords, as well as network and telecommunications issues.

Maintain documentation relating to active directory and voice mail passwords, as well as network and telecommunications issues.

Other duties as assigned.

Job Requirements:

Technicians will be required to have knowledge of the Microsoft Office suite and Internet Explorer. They will need knowledge of Remote Desktop Protocols and working knowledge of PC hardware and Operating systems.

Technicians will also be required to have a base understanding of Active Directory and RACF.

Additionally the technician will need to possess and demonstrate problem determination and resolution skills.

They will need good communication skills, both written and verbal and the ability to maintain these skills in a high pressure environment.

Technicians will be required to follow all established policies and procedures.
 

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