Level 1 Help Desk Support
GreenPages is looking for an experienced information technology professional to join our Managed Services team. The Managed Services team provides end user support as well as other technical services to companies that have outsourced their IT. We currently have an immediate opening for a Level 1 Help Desk Support position to provide end user phone and/or remote support out of our Support Center located in our Boston office. Candidates must be technically proficient, excited about technology, self-motivated, and enjoy providing support and service.
Main job function and responsibilities:
- Helpdesk Trouble ticket tracking and resolution:
- Create and respond to helpdesk tickets submitted by end users in accordance with the SLA
- Proactively update tickets and communicate issue status to supported end-users.
- Have good customer service skills and see technical problems through to resolution
- OS and application support:
- Windows 2000, XP, Vista, and 7 with Mac OS X preferred
- MS Office applications starting from 2000 (Outlook, Word, Excel, PowerPoint, etc.)
- Knowledge of other applications preferred (Adobe, Java, Goldmine, etc.)
- Knowledge of virtual applications is a plus (VMware, Citrix, etc.)
- Basic network support:
- Understanding of a domain/corporate IT environment including PC/Laptop setup
- Basic knowledge of network technologies (LAN, WAN, wireless)
- VPN clients (Cisco, SonicWall, Fortinet, etc.)
- Hardware support:
- Troubleshoot issues with laptops, desktop, and thin clients
- Troubleshoot printer issues (setup, configure, and network)
- Other peripherals and USB devices
- Mobile Device Support:
- Setup and troubleshoot issue with Blackberry, Windows Mobile, Palm, etc.
- Install and troubleshoot broadband wireless devices and software
Requirements
- 2 years of education in Information Technology or college degree is preferred
- 1-3 years of Help Desk support experience
- Technical certifications preferred (MCP, A+, Network+)
- Comfortable providing technical assistance over the phone
- Strong troubleshooting skills along with prior customer service experience
- Demonstrate excellent verbal and written skills
- Individual must be motivated to learn
- Ability to work in a fast paced environment with multiple priorities and projects
- Ability to work independently with a good team work ethic
GreenPages is proud to be named one of the “Best Places to Work” and offers a casual, exciting and challenging environment in which to grow your career. Our benefits and compensation provide solid support and work / life balance to young professionals looking for a place to enhance their skills, earn technical certifications and start upon an exciting career path in the technology field.
Qualified candidates should submit a resume and cover letter to:
Human Resources
GreenPages
PO Box 9001
Kittery, ME 03904
Email: opportunities@greenpages.com
Fax: 207-439-7334
GreenPages is an Equal Opportunity Employer. No agencies, please.