Needed immediately onsite at a University.
Responsible for providing first level support for all incoming help desk calls via phone and email to all university faculty, staff and students.
Receives incoming service requests via phone and email
Monitor and follow up calls in help desk queue
Monitor and follow up calls in email queue
Provide resolution and assistance to Windows 7 and Mac OS related problems
Provide resolution and assistance to standard supported applications: MS Office, Netscape, Internet Explorer, Antivirus and other supported proprietary applications and systems.
Log all calls into Magic Call Tracking System.
Document and assign call tickets to related IT groups for further support
A+ certification preferred
Network+ certification preferred
Mac OS support preferred
1-2 years experience in hardware and software support
Industry recognized Help Desk Certification and/or help desk environment experience A PLUS
Excellent customer service skills
Excellent verbal and written communication skills
Ability to work independently and as part of a team
Strong knowledge of Windows 7 OS, Mac OS preferred
Ability to troubleshoot hardware and software problems
Knowledgeable on software installations, Antivirus and malware/spyware
Knowledge of the Internet and Microsoft Office
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