HELP DESK TECHNICIAN
POSITION SUMMARY:
Serves as the primary Tier 1 support personnel on-site to review and complete all center-based IT support tickets in Zendesk
RESPONSIBILITIES:
o Provides technical assistance in strict accordance with the Us Department of Labor, Job Corps Center, Job Corps Data Center and Adams and Associates, Inc. Corporate IT Standard Operating Procedures (SOP’s).
o Follows all integrity guidelines and procedures and ensures no manipulation of student data.
o Completes assigned work tasks, both corrective and preventative, as directed by the IT Manager.
o Is the primary IT staff responsible for resolving Tier 1 IT support tickets in Zendesk. Tier 1 personnel respond to requests for basic customer support issues, account creations, password resets, etc. If no solution is available, Tier 1 personnel escalate to Tier 2 which is the on-site IT Specialist.
o Provides superior customer service at all times in a fast-paced work environment.
o Coordinates with Center Property Officer and Property Custodians to ensure management and control of Center’s technology equipment.
o Compiles accurate and thorough summary information for management reports as required.
o Responds in a timely manner to Corporate IT requests.
o Produces quality work/assignments in a thorough, timely and accurate manner.
o Maintains appropriate personal attendance, accountability and work productivity standards.
o Plans, prioritizes and organizes assignments to meet established goals and deadlines.
o Understands and applies job knowledge to effectively complete all required job responsibilities. Proactively maintains the skills required to perform job duties.
o Mentors, monitors and models the Career Success Standards as required by the PRH.
o Shows respect and courtesy to students and holds them accountable for their actions and behavior.
o Provides quality services for students and ensures that quality is maintained and student needs are met. Pursues improvement and enhancement of requisite services.
o Exchanges ideas and information, both orally and in writing, in a clear and concise manner and contributes meaningfully to group efforts by offering relevant ideas and knowledge. Provides quality and timely information to DOL/Company when and if requested.
o Effectively articulates thoughts and ideas. Identifies problems, analyzes causes and evaluates appropriate solutions prior to taking or recommending actions. Follows up to ensure prompt/appropriate action and that problems are in fact corrected.
o Works in partnership with staff from all Departments to ensure effective supervision and services are provided to students.
o Accepts direction and supervision from the Center Director/Center Duty Officer/Shift Manager to include assignments to temporarily perform job responsibilities of other departments and positions.
o Other duties as assigned.
QUALIFICATIONS & EXPERIENCE:
High School Diploma or equivalent required. A strong working knowledge of computer systems, hardware and software. One to two years direct experience working with Windows 10, MS Office, Networking and TCP/IP Connectivity preferred. Citrix and Cisco VoIP experience a plus. Good problem solving, analytical and team- working skills. Excellent communication and interpersonal skills.
Physical requirements include sitting, standing, climbing, walking, lifting, pulling and/or pushing, carrying, reaching, stooping and crouching. Demonstrates the ability to lift 40 pounds and/or the ability to assess the lift load in order to ask for necessary assistance.
“Adams and Associates, Inc. abides by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.” This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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