A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
We are looking for a qualified Desktop Engineer for the 2ndd shift of our 24x7 Team who has experience troubleshooting computer issues and supporting customers by phone, email, and via remote access tools. This is a fully onsite role (5 days, Tuesday to Saturday 4pm-12am) providing level 1 & 2 support for users, troubleshoot hardware and software problems for desktop and laptop computers and conduct remote problem solving when necessary. We are looking for a qualified Desktop Engineer for out 2nd shift, 24/7 team, who has experience troubleshooting computer issues and supporting customers in person, by phone, email, and remote access tools. Involves some travel to other NJT sites. Support and troubleshoot hardware and software problems for desktop and laptop computers, and conduct remote problem solving when necessary. Install hardware and software on workstations. Set up and maintain network and telecommunications systems. Troubleshoot LAN, server, wi-fi and connectivity issues. Utilize ticketing system, when necessary. Manage Windows Active Directory and Exchange. Re-image computers, perform data migrations and restorations. Work closely with other IT employees on system maintenance and configuration projects. Work closely with other SLA employees on interdepartmental projects. Maintain accurate asset management records. Work with vendors and manufacturers on repair and maintenance of IT equipment. College degree and/or 4-6 years' experience. Ability to help employees solve hardware and software problems. Experience with Windows Active Directory& Office 365. Experience troubleshooting network issues in large office setups. Experience supporting and troubleshooting printer systems. Familiarity with DHCP,DNS, LAN, WAN, and other common networking concepts. Strong customer service and communication skills. Experience with a scripting language preferred. Must be able to work on Saturdays and certain Holidays. Basic understanding of ITIL foundation processes, i.e. Incident, Request, Change, etc. MDM experience, specifically Airwatch, is a plus.
Skills:
Skill Required / Desired Amount of Experience Install hardware and software on workstations. Required 5 Years Set up and maintain network and telecommunications systems. Required 5 Years Manage Windows Active Directory and Exchange. Required 5
Years Compensation:
The hourly rate for this position is between $54.00-$60.00 per hour. Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate].
Benefits:
Sunrise offers ACA compliant medical coverage/dental insurance/vision insurance to all employees. We also offer Sick time benefits as required per State regulations.
