Location: Athens, AL
Type of Employment: Full Time
Position Description:
Candidate will serve as a member of Service Desk support staff in providing friendly, expert support to employees at all TriGreen locations. Duties include but not limited to, troubleshooting and resolving IT issues on Windows 7 and 10 on HP and Apple hardware, assigning, and resetting usernames and passwords to new and existing employees, maintaining active users in all software applications, supporting employee IT needs via remote access, desk-side support, installation of hardware and software, and other IT-related issues. Works to maintain employee satisfaction in a timely manner.
Job Responsibilities:
- Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
- Provides advanced employee Service and Support.
- Communicates with employees in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, MAC OS, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Configures and maintains wireless mobile devices, including but not limited to iPhones, Androids, and iPads.
- Provides employees with network technical support.
- Instructs employees in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
- Interfaces with infrastructure, Network Operations, database, and development personnel.
Skills Required:
- Ability to provide exceptional service in a dynamic environment
- Ability to work independently utilizing critical thinking and discretionary decision-making
- 1+ year experience in a Help Desk, System Admin or Desk Top Support role
- Familiarity with Windows and Apple Operating environments
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