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Help Desk Level III

Company: Kelly IT
Location: Sarasota
Posted on: May 16, 2019

Job Description:

Principal Duties and Responsibilities Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch Employing good communication skills to resolve service requests and answer user inquiries regarding computer software or hardware operation to resolve problems Using the Critical Priority Escalation process for all new critical priority service requests Following the Ticket Flow process Oversee the daily performance of computer systems Observe system functioning to verify correct operations and detect errors Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support Confer with staff, users, and management to establish requirements for new systems or modifications Prepare evaluations of software or hardware, and recommend improvements or upgrades Inspect equipment and read order sheets to prepare for delivery to users Modify and customize commercial programs for internal needs Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis Working with vendor support and IT Management as needed to resolve tickets Handle service request escalations and instruct junior technicians on technical solutions Education QualificationsTraining Education Bachelor's Degree in a Computer Science or related field Preferred Certifications o CompTIA A CompTIA Network o MCSE Training 6 Years of IT Support Services experience Proficiency in internetworking, TCPIP, routingswitching, wireless networks, VPNs, network diagnostics, management and troubleshooting. Thorough knowledge of core Internet protocols including TCPIP, DNS, FTP, etc. Experience with Microsoft Windows 2012R2, and 2016 server environments including installation, configuration and use of Active Directory. Experience with managing Microsoft Hyper-V environments is a plus. Experience with Cisco Meraki preferred but not required

Keywords: Kelly IT, Sarasota , Help Desk Level III, Other , Sarasota, Florida

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