Jobs at Fire Fighter Sales & Service Company (Now Hiring) — 29 open — Page 2

Job DetailsJob Location: Moon, PA - Moon, PAEducation Level: 4 Year DegreeTravel Percentage: NoneThe Help Desk Technician will be responsible for providing technical assistance and support to customer-reported issues or inquiries regarding computer systems, hardware, or software. The Technician will be tasked with but not limited to: responding to general inquiries, running diagnostic programs, isolating problems, creating documentation, and determining and implementing solutions. It is expected that the Technician use the University's Ticketing System and Knowledge Base to document and clearly communicate requests, problems, and issues to customers and colleagues.

Responsibilities

Listen and ask educated questions to determine the root cause of issues in addition to providing clear and positive responses
Monitor and respond quickly and effectively to University faculty, staff, and student inquiries received through the IT Help Desk ticketing system
Provide technical assistance and support for concerns and issues related to systems, software, and hardware
Work in an environment that requires following procedures and documenting actions without direct supervision
Run diagnostic programs and scripts to resolve problems related to hardware or software
Report significant and recurring issues to the tier-2 support teams
Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided to ease troubleshooting
Create documentation to aid with troubleshooting and system processes
Image and deploy computer and mobile hardware assigned to University employees
Assist the Infrastructure Team with imaging campus lab and classroom computers during semester breaks
Refurbish computers and mobile devices for redeployment

Qualifications

One to two years of proven experience as a Help Desk Technician or another customer service role
Ability to diagnose and resolve basic computer/technical issues and convey technical concepts in a non-technical manner
Excellent communication, analytical and problem-solving skills
Keen attention to detail, a memory of patterns, and an interest in problem-solving
Experience with Microsoft Azure or any other MFA system
Experience with computer and mobile device management systems
Ability to handle stressful situations with professional composure
Basic knowledge of TCP/IP networking: networking topology, protocols, and services

Qualifications