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Arthur Grand Technologies
Help Desk Support (Remedy /Heat/ServiceNow)
Posted 10 months ago
Contract •Knoxville, TN
Job Description
Arthur Grand Technologies is currently seeking a highly motivated and Skilled ID Infrastructure Support for one of our clients
Position: ID Infrastructure Support
Location: Knoxville, TN (Onsite)
Long Term Contract
Job Duties
Provides first-level troubleshooting of hardware, software and operating system problems, Documents user's problems through the use of an online problem management system including opening, updating status, and closing problem tickets. Responds to telephone calls, email, and problem tickets for personnel requests for technical support. Tracks and monitors the problem to ensure a timely resolution where required. Resolves PC software configuration problems and remotely installs software products and/or approved patches. Troubleshoots computer problems, performs hardware and software diagnostics and coordinates needed repairs. Resolves computer system problems, including coordination between users, product line specialists and/or enterprise infrastructure support staff. Diagnoses, isolates, and analyzes problems utilizing historical database records. Monitors problem ticket queue to ensure all assigned tasks are completed within specified metric requirements. Escalates unresolved issues to the successive level of support.
Basic Qualifications
Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years of relevant experience in lieu of a degree
1 or more years of experience in troubleshooting applications or network related issues 1 or more years of experience in ticket tracking tool such as Heat, Remedy and Service Now 1 or more years of experience providing customer service
Additional Qualifications
Ability to participate in shift rotation including occasional evenings and regularly scheduled weekends. Hands-on experience with Microsoft Windows operating systems Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware Excellent and demonstrated communication and customer support skills Understanding of client-server and networking principles Ability to obtain MCDST or equivalent within 12 months Knowledge of ITIL/ITSM concepts
Thanks,
Afrah Faiza
Arthur Grand Technologies Inc
Arthur Grand Technologies is an Equal Opportunity Employer (including disability/vets)
