Help Desk Technician Job Posting

Job Title:	Help Desk Technician
Job ID:	9546
Company:	VanderHouwen & Associates, Inc.
Position Type:	Contract
Pay Rate:	doe
Skills:	active directory, metaframe
Date Posted:	Oct-04-09

Help Desk Technician
2-3 month contract

Summary:
Provide 1st tier level of technical support by answering incoming telephone calls, emails, and on-line request for assistance with technical related issues. Determine proper delegation and escalation of trouble tickets.

Responsibilities:
Answer, evaluate, and prioritize incoming telephone, email, and on-line requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
Log and track calls and trouble tickets by utilizing the service center, online knowledge book, and PAC3, and maintains history records and related problem documentation.
Track process to ensure that unresolved trouble tickets are escalated to appropriate individual based on established guidelines and procedures.
May contact vendor and third party software support for solutions.
Assist in special projects as needed.

Qualifications
Associate's degree in technical related field; or the equivalent combination of education and experience.
6 months+ of related work experience. Previous customer service preferred.
Broad range of network and desktop knowledge, including experience with hardware, software, Active Directory, Open Sourced Networking / Windows Networking, Network Printing, CICS Application Support, Citrix Metaframe Environment support / Thinclient Support, Microsoft Office Suite, AS400 Application Support, DOS, VPN, DNS, Detailed Internet Explorer troubleshooting.
Ability to work within a network of over 30,000 managed nodes.
Strong skills in delivering quality customer service and excellent telephone etiquette.
Ability to prioritize trouble tickets and consult with other Enterprise Services department to formulate resolutions.
Ability to be work weekend and graveyard shifts.

There is a possibility that the resource will be put on any one of these schedules after training, therefore they must be flexible to work any of them:

11:00 AM -- 8:00 PM Sun-Thurs
9:00 AM -- 6:00 PM Mon-Fri
6:00 AM -- 3:00 PM Tue-Sat

Training will begin on a Saturday from 8:00 -- 5:00 with the same on Sunday. The resource will return on Monday at 7:00 AM and train through Friday with those hours.

Location:	US-OR-Portland
Telecommute:	No (Onsite Position)
Contact Name:	Recruiter
Contact Phone:	503.299.6811
Contact Email:	9546-1826-MH589@apply.maxhire.net
URL:	http://vanh.maxhire.net/cp/?E55A6D361D43717B7A59136532511A6C482F774A50