Service Desk / Desktop Support

Company: Genome International Corp
Location: Madison
Posted on: November 21, 2020

Job Description:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Help Desk capabilities with 3-5 years of experience in the field or in a related area. Relies on experience and judgment to plan and accomplish goals. Performs a variety of complicated tasks. A wide degree of creativity and latitude is expected. - Help Desk hours are 600 AM ndash 500 PM Monday ndash Friday. - No Nights, Weekends or Holidays. - No On Call duty. - Our Help Desk Staff has been working from home during COVID-19. - The first day or two of training will be in the office, sending the person home as quickly as possible. - As soon a Safer at Home is lifted, and we are allowed to return to the office, this position will be working from our Central Office location (rather than at home). Qualification Rating Must Have Administration - Customer Service Phone based technical support 1 years Respond to customer requests (verbally and in writing) and 1 years General Competencies Ability to perform Help Desk services and 1 years Able to work independently and 1 years Background Check Required Yes Customer Service and 2 years Excellent Communication Skills Excellent verbal and written communication skills Yes Good interpersonal skills Good organizational skills and attention to detail and 2 years Interpersonal skills and 2 years Information Technology - Applications Experience supporting a large customer base (1500 employees) working multiple locations 2 years Information Technology - Commonly Used Software MS Office products 2 years Information Technology - Desktop Support Advanced Problem Resolution Skills 1 years General understanding of LANDesk (for patch management, software deployment, inventory management an and 1 years Information Technology - Directory Services Active Directory and 1 years Information Technology - Internet Tools Email Clients - Mail App and 1 years Email Clients - Outlook and 2 years Web Browser - Internet Explorer and 2 years Information Technology - Mobile Devices Smartphones and Tablets and 1 years Information Technology - NetworkInfrastructure ACD and 1 years Diagnostics Troubleshooting and 2 years Information Technology - Operating Systems Application Support 1 years MS Windows 10 2 years MS Windows 7 and 1 years Information Technology - Security 2nd Factor Authentication 1 years Information Technology - Server Support MS Windows XP and 1 years Work with customers to solve problems and support their needs and 2 years Information Technology ndash Systems Engineering Experience with Active Directory 1 years Nice to Have Administration - Customer Service Call Tracking Software 1 years Problem documentation and communication and 1 years Engagement End Date 2022-06-30 Estimated Project End Date On or before 06302021 with 1 optional 1 year extension

Keywords: Genome International Corp, Madison , Service Desk / Desktop Support, Other , Madison, Wisconsin