The IT Help Desk Technician will serve as the first point of contact and first-second level troubleshooter supporting internal Wind River employees globally via the telephone, email, remote access tools and through our ticketing system (RemedyForce) to provide necessary support on IT related issues.
Major Responsibilities :
Serve as a point of escalation and provide on-the-job training for other Help Desk members
Serve as liaison between staff and other departments to resolve issues
Maintain the highest level of teamwork and communication
Work closely with the Desktop team to perform installations, configurations, upgrade tasks and repairs, including but not limited to Windows, Linux environments.
Author knowledgebase article submissions through ticketing system (RemedyForce) and other sources of information
Provide support services to Wind River employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN, mobile devices, etc.
involving desktop, laptop, communication devices or network services from local personnel or from employees using remote access
Troubleshoot and resolve minor hardware, software and networking issues.
Respond to Help Desk calls and problem tickets (Incidents), following in-house procedures and escalation processes utilizing our ticketing system (RemedyForce)
Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams
Maintains password security, data integrity, and file system security for the desktop environment
Creating, maintaining and deleting user accounts (Windows, UNIX, VPN, Voicemail, etc.)
Assist in identifying resolution gaps at the help desk, with any standard operating procedures and customer service guidelines relating to IT support
Support and troubleshooting of printers
Assist in coordinating and performing telecom moves, add and changes, or termination of service, acting as liaison between the telephone operating companies and Wind River Employees in matters dealing with their telecom needs, and providing some degree of technical expertise
Setup and manage the phone numbers and voice mailboxes for various sites
Supports and maintains effective relationships with users
Respond to voicemails left on the Help Desk line
Performs other related duties as assigned
Core Skills and Experience Required :
Typically requires a minimum of 3-6 years of related experience
Verbal and written fluency in English
Must have excellent customer service skills
As a skilled specialist, completes tasks in creative and effective ways
Accomplishes goals within broadly defined objectives formulated in tandem with supervisor
Ability to work responsibly with or without direct supervision
Determine methods and procedures on new assignments. May provide guidance to other nonexempt personnel
Ability to work on assignments requiring considerable judgment and initiative
Understands implications of work and makes recommendations for solutions
Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities
Capable of supporting a large number of employees with Help Desk support that may include troubleshooting, repair and / or configurations on work stations and peripherals.
Knowledge of Windows and Linux environments, desktop applications, PC & printer hardware
Attention to detail
Core Competencies :
Must be Action Oriented and have a strong customer focus
Must have functional / technical skills and great at problem solving
Ability to think around problems and come up with creative solutions is helpful
Able to produce quality in work output
Timely decision making
Excellent customer service skills
Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing
Knowledge of Windows and Linux platforms
Major experience with administration of Active Directory
A+ or Microsoft certification required
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