Help Desk/ Windows Support

Summary

Prominent Edge is a small, stable, growing company that believes in doing things right. They are seeking an Information Help Desk/Windows Support to provide high-quality customer support, both in-person and remotely, while applying various technical skills to resolve issues.

Responsibilities

• Supporting customers in-person and remotely
• Writing simple documentation, step-by-step guides, or customer request details for others to read and use
• Using knowledge base applications or sites to map situations to potential solutions
• Applying basic network concepts in resolving customer issues
• Applying standard operating procedures or known solutions

Skills

• Supporting customers in-person and remotely
• Writing simple documentation, step-by-step guides, or customer request details for others to read and use
• Using knowledge base applications or sites to map situations to potential solutions
• Applying basic network concepts in resolving customer issues
• Applying standard operating procedures or known solutions
• Associates degree, 60 credit hours completed in computer science or information systems management or one year of experience in providing Tier II Desktop Support service in an Enterprise environment (250 or more users)
• ITIL Foundations v3 or v4 (the contractor has 40 business days from start date to obtain this certification)
• Dell Hardware (the contractor has 20 business days from start date to obtain this certification)
• CompTIA A+
• Experience supporting technology and users of technology in a customer support function or role, including at least three items below:
• Windows endpoint device installation
• Windows endpoint device break / fix & upgrade
• Local and network printer installation & repair
• UPS repair (APC)
• Installation of Windows based COTS software & drivers
• Installing NIST Windows system images
• Windows security patching
• Malware & virus removal
• Troubleshooting multifaceted incidents and questions
• U.S. citizenship required

Qualifications

Must Haves

• Supporting customers in-person and remotely
• Writing simple documentation, step-by-step guides, or customer request details for others to read and use
• Using knowledge base applications or sites to map situations to potential solutions
• Applying basic network concepts in resolving customer issues
• Applying standard operating procedures or known solutions
• Associates degree, 60 credit hours completed in computer science or information systems management or one year of experience in providing Tier II Desktop Support service in an Enterprise environment (250 or more users)
• ITIL Foundations v3 or v4 (the contractor has 40 business days from start date to obtain this certification)
• Dell Hardware (the contractor has 20 business days from start date to obtain this certification)
• CompTIA A+
• Experience supporting technology and users of technology in a customer support function or role, including at least three items below:
• Windows endpoint device installation
• Windows endpoint device break / fix & upgrade
• Local and network printer installation & repair
• UPS repair (APC)
• Installation of Windows based COTS software & drivers
• Installing NIST Windows system images
• Windows security patching
• Malware & virus removal
• Troubleshooting multifaceted incidents and questions
• U.S. citizenship required

Benefits

• 3 weeks paid time off per year+10 Holidays
• Six percent 401k matching, vested immediately
• We offer comprehensive health care plan(s) with nationwide coverage for you and your family