PSC Metals
  • Knoxville-Central
  • Knoxville, TN, USA
  • Full Time

POSITION SUMMARY:   The Helpdesk Technician's role is to provide phone and remote technical support to employees. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements a solution. The role will involve basic desktop and systems administration support.

 

MAJOR DUTIES AND RESPONSIBILITIES:

 

Creating and managing Service Requests and Incidents through a ticketing system

 

  • Answering Inbound Service Calls and to ensure minimal Abandoned calls

 

  • Administration of the Ticketing System:

 

  • Verifying tickets are dispatched according to policy

 

  • Verifying ownership of tickets

 

  • Verifying tickets are filled out accurately

 

  • Basic Troubleshooting and Administration of Windows based applications, Operating Systems (Desktop and Server) and Server Roles (AD DS, DHCP, DNS, DFS, Print Server, File Server)

 

  • Virus Remediation

 

  • Computer imaging/build outs

 

  • MFP/Scanner/Fax troubleshooting

 

  • WiFi/Network Connectivity troubleshooting

 

  • Any other task or duty as assigned or required

 

 

EDUCATION/SKILLS/WORK EXPERIENCE:

 

  • Inbound call experience

 

  • Customer Support experience

 

  • A+ Certified, or willing to achieve

 

  • Net + Certified, or willing to achieve

 

  • Associates or Bachelors in Computer Science or related field

 

  • Some experience in the following is helpful:

 

  • Windows 10, Windows 7, Windows 8

 

  • Microsoft Server 2003, 2008, 2012

 

  • Microsoft Active Directory

 

  • Microsoft Exchange 2010

 

  • Microsoft Office Suite

 

  • Terminal Services/Remote Desktop Services

 

  • EMR/HER/Practice Management Suites

 

  • Networking/Switching hardware

 

PSC Metals
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