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Technical Support Specialist

Company: MDW
Location: Castle Rock
Posted on: November 8, 2018

Job Description:

Our client is a leading civil engineering company located in Castle Rock, CO with a nation-wide presence. On behalf of our client, MDW is looking for a motivated Technical Support Specialist to manage our clients' IT help desk needs.Duties include the following:

  • Fields incoming help requests from end users via both telephone and e-mail in a courteous manner.
  • Performs on-boarding and off-boarding activities including account creation, laptop or workstation provisioning, device provisioning such as iPad and iPhone.
  • Installs required software on laptops, workstations and un-managed devices.
  • Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Builds rapport and elicit problem details from help desk customers.
  • Provides first-tier support for desktop and device issues. Escalate problems (when required) to the appropriately experienced technician.
  • Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Applies diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.
  • Develop help sheets and frequently asked questions lists for end use.
  • Takes direction from CIO and works closely with System and Network Administrators.
  • Other duties as assigned. - provided by Dice Help Desk Technical Support Windows Desktops Laptops Phones Devices Email Workstations Printers Peripherals Network Administrators

    Keywords: MDW, Denver , Technical Support Specialist, IT / Software / Systems , Castle Rock, Colorado

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