Service Desk Agent Job at TRA'BIAN ENTERPRISES
The agency seeks two Service Desk agents with an active CompTIA A+ certification. These agents ideally have IT Level 2 and Level 3 support experience.
Consultant Service Desk team is on-call as they run a 24x7x365 public facing call center.
Consultants are primarily onsite and some may be on a work from home rotation.
Shifts are pre-planned in advance.
Consultants need basic IT fundamental knowledge as well as different pillars such as Security, Network, Application and Active Directory. They need to understand the Seven Layers of OSI and ID the component of failure to articulate when escalation is needed.
PURPOSE:
Employee installs and maintains desktop computer system and connectivity to the infrastructure, local and wide area networks throughout the agency; analyzes and troubleshoots the performance issues of the desktop; coordinates information between end-users and IT staff to maintain a fully functioning desktop; documents issues and processes to isolate a component of failure before escalating to a senior technician. The employee will help the agency achieve CFSR standards and help ensure service delivery that focuses on Safety, Permanency and Well-being for the families served by the agency. The employee is committed to practicing cultural competence by: working respectfully and effectively with people of all cultures, classes, races, genders, ethnic backgrounds, religions, sexual orientations, mental and physical abilities, ages and appearances in a manner that recognizes, affirms and values the worth of individuals, families and communities and protects and preserves the dignity of each. The employee will adhere to the agency’s Guiding Principles by serving as a child welfare professional, valuing every child, honoring families, and valuing partnerships.
JOB DUTIES:
75% Technical troubleshooting/resolution of calls/incidents and tickets as it pertains to networking and software problems; consults with users on possible solutions. Closes tickets/requests and updates other needing tracking mechanisms timely. Deploys and installs approved hardware/software. Completes computer imaging and reformatting hard drives. Provides strong customer service focused on clear communication and timely follow through.
20% Provides maintenance and documentation support to agency employee and associates; enters meta-data into repositories (such as Ticket system, MACI); troubleshooting of “Help Desk” support calls as it pertains to designated connectivity, hardware and software.
Performs loading validation of software; executes unit or system test scripts; provides maintenance support for application software; develops, organizes, files, and maintains platform specific documentation. Generates enhancements for existing infrastructure, software or database systems in compliance with specifications and standards; creates and/or modifies program modules; creates database diagrams; writes standard queries; writes test cases and/or scripts for unit and systems testing; verifies unit and system test results to ensure software is producing desired results. Participates in IT advanced training/certification, supervisory conferences and other department/agency meetings as needed.
5% Performs other related duties as assigned.
Skills
Combined work exp. in any combo of the following: computers &/or telecom, SW/HW, apps, support products, products or DBs for small scale systems, etc.Required 1.5 Years.
Related Service Desk work experience. Required 1 Years.
Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience.
CompTIA A+ certification
Exceptional communication skills, both written and verbal
Excellent active listening skills
Ability to clearly articulate messages to a variety of audiences
Forward looking with an holistic and an empathetic approach
PC based applications with all standard office productivity tools, network print management experience. Highly desired 2 Years.
Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk Authority
Basic IT ID management & IT security processes, configuring upgrading or installing ERP client based application components (AX, .NET, DocuSign, MSFT)
Tra’Bian Enterprises is a leader in Information Technology Solutions and Professional Staffing Services and is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, & prohibits unlawful discrimination based on the grounds of race, color, religion, sex, national origin, age, marital &veteran status, disability, gender identity/expression or any other protected class.
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.
Consultant Service Desk team is on-call as they run a 24x7x365 public facing call center.
Consultants are primarily onsite and some may be on a work from home rotation.
Shifts are pre-planned in advance.
Consultants need basic IT fundamental knowledge as well as different pillars such as Security, Network, Application and Active Directory. They need to understand the Seven Layers of OSI and ID the component of failure to articulate when escalation is needed.
PURPOSE:
Employee installs and maintains desktop computer system and connectivity to the infrastructure, local and wide area networks throughout the agency; analyzes and troubleshoots the performance issues of the desktop; coordinates information between end-users and IT staff to maintain a fully functioning desktop; documents issues and processes to isolate a component of failure before escalating to a senior technician. The employee will help the agency achieve CFSR standards and help ensure service delivery that focuses on Safety, Permanency and Well-being for the families served by the agency. The employee is committed to practicing cultural competence by: working respectfully and effectively with people of all cultures, classes, races, genders, ethnic backgrounds, religions, sexual orientations, mental and physical abilities, ages and appearances in a manner that recognizes, affirms and values the worth of individuals, families and communities and protects and preserves the dignity of each. The employee will adhere to the agency’s Guiding Principles by serving as a child welfare professional, valuing every child, honoring families, and valuing partnerships.
JOB DUTIES:
75% Technical troubleshooting/resolution of calls/incidents and tickets as it pertains to networking and software problems; consults with users on possible solutions. Closes tickets/requests and updates other needing tracking mechanisms timely. Deploys and installs approved hardware/software. Completes computer imaging and reformatting hard drives. Provides strong customer service focused on clear communication and timely follow through.
20% Provides maintenance and documentation support to agency employee and associates; enters meta-data into repositories (such as Ticket system, MACI); troubleshooting of “Help Desk” support calls as it pertains to designated connectivity, hardware and software.
Performs loading validation of software; executes unit or system test scripts; provides maintenance support for application software; develops, organizes, files, and maintains platform specific documentation. Generates enhancements for existing infrastructure, software or database systems in compliance with specifications and standards; creates and/or modifies program modules; creates database diagrams; writes standard queries; writes test cases and/or scripts for unit and systems testing; verifies unit and system test results to ensure software is producing desired results. Participates in IT advanced training/certification, supervisory conferences and other department/agency meetings as needed.
5% Performs other related duties as assigned.
Skills
Combined work exp. in any combo of the following: computers &/or telecom, SW/HW, apps, support products, products or DBs for small scale systems, etc.Required 1.5 Years.
Related Service Desk work experience. Required 1 Years.
Technical institute degree/certificate in Computer Science or Information Systems or equivalent work experience.
CompTIA A+ certification
Exceptional communication skills, both written and verbal
Excellent active listening skills
Ability to clearly articulate messages to a variety of audiences
Forward looking with an holistic and an empathetic approach
PC based applications with all standard office productivity tools, network print management experience. Highly desired 2 Years.
Experience in any combinations of the following: Service Now, Remedy, Altiris, Help Desk Authority
Basic IT ID management & IT security processes, configuring upgrading or installing ERP client based application components (AX, .NET, DocuSign, MSFT)
Tra’Bian Enterprises is a leader in Information Technology Solutions and Professional Staffing Services and is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, & prohibits unlawful discrimination based on the grounds of race, color, religion, sex, national origin, age, marital &veteran status, disability, gender identity/expression or any other protected class.
Please Note :
www.bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, www.bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.