RESPONSIBILITIES

· Confers with user and IT personnel to develop new approaches or alternatives to ensure that user assistance is being provided effectively and efficiently.

· Trains users in learning new company-provided applications and assists in problem solving for applications issues.

· Maintain records, logs and reports of assistance.

· Works with team members to maintain remote site networks and PC preventive maintenance logging efforts to ensure network and data integrity.

· Coordinates with Apple Systems Administrator to provide timely and efficient solutions in a Microsoft Active Directory environment.

· Develop documentation for common processes for both Helpdesk staff and users.

· Visits offices on a regular basis to provide on-site support as part of a team rotation.

REQUIREMENTS

· Minimum of 4 years’ experience in supporting help desk operations.

· High level of proficiency in basic computer skills with a passion for technology.

· A commitment to continuing education to strengthen skills and broaden expertise.

· Strong problem solving and troubleshooting capabilities.

· Ability to learn new skills quickly with minimal guidance.

· Dedicated to achieving project schedules and milestones.

· Ability to work in a team environment with aggressive deadlines and multiple priorities while staying a team player.

· Strong oral and written communication skills, as well as strong interpersonal skills

· Strong attention to detail.

· Self-starter able to work with minimal on-site supervision.

· Strong knowledge of Mac OS X Client (10.5/10.6)

· Strong knowledge of Microsoft Operating Systems (XP/2000).

· Strong knowledge of Microsoft Office applications (Outlook in the enterprise).

· Strong knowledge of File Servers and shared network devices (printers).

· Strong knowledge of computer networking.

· General knowledge of Mac OS X Server (10.5/10.6) and associated client management/imaging solutions

· General knowledge of database operation

· General knowledge of backup systems and software.

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