Please direct your responses to: nancy.smith@windriver.com
General Summary of Position:
The IT Help Desk Technician will serve as the first point of contact and first-level troubleshooter supporting internal Wind River employees globally via the telephone, email, remote access tools and through our ticketing system to provide necessary support on IT related issues.
Major Responsibilities:
• Provide support services to Wind River employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN, mobile devices, calling cards, conferencing cards, etc, involving desktop, laptop, communication devices or network services from local personnel or from employees using remote access.
• Troubleshoot and resolve minor to major hardware, software and networking issues.
• Respond to Help Desk calls and problem tickets(CSRs), following in-house procedures and escalation processes utilizing our ticketing system.
• Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams.
• Assist the Desktop team to perform installations, configurations, upgrade tasks and basic repairs.
• Maintain password security, data integrity, and file system security for the desktop environment.
• Create, maintain and delete user accounts (Windows, UNIX, VPN, Voicemail, etc.)
• Assist in identifying resolution gaps at the help desk, with any standard operating procedures and customer service guidelines relating to IT support.
• Support and troubleshoot printers, copiers and fax machines.
• Assist in coordinating and performing telecom moves, add and changes, or termination of service, acting as liaison between the telephone operating companies and Wind River employees in matters dealing with their telecom needs, and providing some degree of technical expertise.
• Setup and manage the phone numbers and voice mailboxes for various sites.
• Support and maintain effective relationships with users.
• Respond to voicemails left on the Help Desk line.
• Perform other related duties as assigned.
• May be required to drive to other Bay Area Wind River offices or tradeshows for support.
• Assist with A/V, Video Conferencing, network and other telephony services when needed.
Core Skills and Experience Required:
• Must have strong Customer Service skills
• Has substantial understanding of the job, and able to apply knowledge and skills to complete a wide range of tasks.
• Functions under broad parameters where only final results/recommendations are reviewed.
• Normally receives little instruction on daily work, general instructions on newly introduced assignments.
• Have the ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
• Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
• Must be capable of supporting a large number of employees with Help Desk support that may include troubleshooting, repair and/or configurations on work stations and peripherals.
• Knowledge of Windows and Linux environments, desktop applications, PC printer hardware repair.
• Attention to detail.
Core Competencies:
• Must be Action Oriented and have a strong Customer Focus.
• Must have Functional/Technical Skills and great at Problem Solving.
• Creative with the ability to think around problems and come up with creative solutions is helpful.
Educational/Training Requirements:
• Strong customer service skills.
• Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Knowledge of Windows and Linux platforms.
• Knowledge of Active Directory.
• Typically requires a minimum of 2-3 years of related experience.
• A+ or Microsoft certification desired.
The IT Help Desk Technician will serve as the first point of contact and first-level troubleshooter supporting internal Wind River employees globally via the telephone, email, remote access tools and through our ticketing system to provide necessary support on IT related issues.
Major Responsibilities:
• Provide support services to Wind River employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, VPN, mobile devices, calling cards, conferencing cards, etc, involving desktop, laptop, communication devices or network services from local personnel or from employees using remote access.
• Troubleshoot and resolve minor to major hardware, software and networking issues.
• Respond to Help Desk calls and problem tickets(CSRs), following in-house procedures and escalation processes utilizing our ticketing system.
• Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams.
• Assist the Desktop team to perform installations, configurations, upgrade tasks and basic repairs.
• Maintain password security, data integrity, and file system security for the desktop environment.
• Create, maintain and delete user accounts (Windows, UNIX, VPN, Voicemail, etc.)
• Assist in identifying resolution gaps at the help desk, with any standard operating procedures and customer service guidelines relating to IT support.
• Support and troubleshoot printers, copiers and fax machines.
• Assist in coordinating and performing telecom moves, add and changes, or termination of service, acting as liaison between the telephone operating companies and Wind River employees in matters dealing with their telecom needs, and providing some degree of technical expertise.
• Setup and manage the phone numbers and voice mailboxes for various sites.
• Support and maintain effective relationships with users.
• Respond to voicemails left on the Help Desk line.
• Perform other related duties as assigned.
• May be required to drive to other Bay Area Wind River offices or tradeshows for support.
• Assist with A/V, Video Conferencing, network and other telephony services when needed.
Core Skills and Experience Required:
• Must have strong Customer Service skills
• Has substantial understanding of the job, and able to apply knowledge and skills to complete a wide range of tasks.
• Functions under broad parameters where only final results/recommendations are reviewed.
• Normally receives little instruction on daily work, general instructions on newly introduced assignments.
• Have the ability to work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
• Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities.
• Must be capable of supporting a large number of employees with Help Desk support that may include troubleshooting, repair and/or configurations on work stations and peripherals.
• Knowledge of Windows and Linux environments, desktop applications, PC printer hardware repair.
• Attention to detail.
Core Competencies:
• Must be Action Oriented and have a strong Customer Focus.
• Must have Functional/Technical Skills and great at Problem Solving.
• Creative with the ability to think around problems and come up with creative solutions is helpful.
Educational/Training Requirements:
• Strong customer service skills.
• Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Knowledge of Windows and Linux platforms.
• Knowledge of Active Directory.
• Typically requires a minimum of 2-3 years of related experience.
• A+ or Microsoft certification desired.
__._,_.___
Posted by: KIT List Jobs <jobposting2@kitlist.org>
| Reply via web post | • | Reply to sender | • | Reply to group | • | Start a New Topic | • | Messages in this topic (2) |
****************************************************************
Join the new KIT Resources List!
You'll get job tips, notices for free or low-cost career events, services, and job fairs. Just send an email to:
KITlistResource-subscribe@yahoogroups.com
Please go to www.KITlist.org to join, post jobs, or see our FAQs. If you have any comments or questions, you can reach us KITtechmoderator@KITlist.org.
By using the KIT List you agree to comply with the Terms of Use on the site, and will not use discriminatory employment practices. The KIT List is a service of Connelly Communications, Inc.
TO UNSUBSCRIBE:
Replying to KIT emails with an "unsubscribe" request does not work.
Instead, just send an email (from the same account you used to subscribe) to KITlist-Tech-unsubscribe@yahoogroups.com. If you are still receiving emails after a few days, please email us at KITtechmoderator@KITlist.org and we will manually remove you. Thanks!
Join the new KIT Resources List!
You'll get job tips, notices for free or low-cost career events, services, and job fairs. Just send an email to:
KITlistResource-subscribe@yahoogroups.com
Please go to www.KITlist.org to join, post jobs, or see our FAQs. If you have any comments or questions, you can reach us KITtechmoderator@KITlist.org.
By using the KIT List you agree to comply with the Terms of Use on the site, and will not use discriminatory employment practices. The KIT List is a service of Connelly Communications, Inc.
TO UNSUBSCRIBE:
Replying to KIT emails with an "unsubscribe" request does not work.
Instead, just send an email (from the same account you used to subscribe) to KITlist-Tech-unsubscribe@yahoogroups.com. If you are still receiving emails after a few days, please email us at KITtechmoderator@KITlist.org and we will manually remove you. Thanks!
.
__,_._,___
No comments:
Post a Comment