Help Desk Specialist/Desktop Support at S R INTERNATIONAL INC

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

36.0

Posted On

28 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshoot, Diagnose, Investigate, Resolve, Hardware, Software, Network Access, Password Changes, Mobile Computers, Avanti ITSM, Remote Access, Customer Service, Written Communication, Verbal Communication, Windows 11, Microsoft Office 365

Industry

IT Services and IT Consulting

Description

Job Description: This position acts as first level technical support in responding to incoming calls at the MCSO Help Desk. Troubleshoot, diagnose, investigate, and resolve technology problems with user equipment and network end-points. Responsible for recognizing, researching, isolating and resolving information system problems on equipment including laptop and desktop computers, video displays, network access, credential verification, password changes, cellular telephones, hot spots, WiFI access and mobile computers in patrol vehicles. Typically, able to resolve fewer complex problems immediately on the first call, with more complex problems referred to senior level Help Desk Technical Support staff and/or other qualified Technical Support personnel as appropriate. • Responds to end-user calls regarding PC software, hardware, and server application problems. • Generates Work Orders through Avanti ITSM tracking system. • Operates and monitors all computer systems, networks and peripherals in the Network Operations Cener. • Assists in coordinating the resolution of application/software systems problems impacting production. • Resets network and/or application passwords. • Utilizes Avanti ITSM to remotely access and manage desktop and/or laptop systems. May use other applications to remotely access and manage computers. • Maintains contact with users on operational and production problems. • Assists Senior/Lead level Help Desk Analyst and/or Technical Support personnel, as requested. • Logs documents and maintains history records on Information Technology production problems. • Be present at work site to perform assigned tasks at the times and dates scheduled and assigned by the supervisor. Skills Required: Knowledge at the intermediate level of hardware such as: motherboards, CPU’s, DVD\CD-RW’s, printers, etc. • Must be proficient using Microsoft Office 365, Windows 11. • Knowledge at the intermediate level of customer service experience in a Technical Help Desk or Data Center/NOC environment. • Knowledge at the intermediate level of overall computer operations procedures, operating systems and platforms required. • Knowledge at the intermediate level of current techniques and capabilities of personal computers, local area networks and wide area networks. • Must have excellent customer service skills. • Must have excellent written and verbal communication skills. Skills Preferred: Windows PC Support Experience in a Help Desk Environment Experience Required 6 months Education Required High School Diploma or GED Certificate required Additional Information: Onsite work only M-F 6am-2pm Must be able to pass MCSO background check Education: Associates Degree- Computer Science

Responsibilities

This role serves as the first level of technical support, responding to user calls to troubleshoot and resolve technology issues with equipment like laptops, desktops, and network endpoints. Responsibilities include generating work orders, monitoring systems in the Network Operations Center, and maintaining contact with users regarding operational problems.