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Job: Helpdesk Technician, Carolina CAT, Charlotte, NC

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General Information

Job title:
Helpdesk Technician
Job location:
Charlotte, NC  28201 United States
Requisition code:
Date posted:
Job type:
(see job description below)
Job Category:

Job Description

To ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

Essential Duties & Responsibilities: 

Work requirements may necessitate working after hours, weekends, and holidays to fulfill project requirements. Responsibilities include, but may not be limited to, the following:

  • Field incoming support calls from end users via ticketing system, telephone and e-mail in a courteous and professional manner.
  • Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
  • Triage requests to determine assignment to proper teams.
  • Distribute the issue/request to the appropriate team member, after documenting the attempted fixes, if you can’t resolve the issue/request .
  • Prioritize and schedule issues/requests.
  • Escalate issues/requests (when required) to your supervisor.
  • Record, track, and document the help desk request problem-solving process through to final resolution.
  • Apply diagnostic utilities to aid in troubleshooting.
  • Access software updates, drivers, knowledge bases, and FAQ’s 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 and repairing hardware, implementing file backups, and configuring systems and applications.
  • Attend to computer equipment fixes when sent into IT for repair.
  • 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.
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Publish knowledge base articles and frequently asked questions for technicians and users.
  • Ability to identify possible infrastructure issues and escalate appropriately.
  • Help in implementations of security process for Active Directory resources.
  • Perform OS version upgrades and patching using available solutions.
  • Troubleshoot possible Active Directory issues and provide support for Network and Server Administration teams.
  • Perform advanced troubleshooting for Outlook and other proprietary software.
  • Perform advanced troubleshooting on workstation, laptop, and other related hardware and peripherals.
  • Configure tools for monitoring and use them to proactively resolve issues.
  • Assist with roll out of computer equipment – imaging, set-up, and dispatch to locations.
  • Participate in projects involving other sub teams including Network, Server, Security, and Telecom etc.
  • Participate in One on One meeting with Supervisor, monthly Helpdesk meetings, quarterly Department meetings and annual company Kick-Off meeting.

Education and/or Experience

  • Bachelor's degree (B. A.) from four-year college or university and/or three to four years related experience and/or training; or equivalent combination of education and experience 

Computer Skills

  • Extensive experience with desktop operating systems, including Microsoft Windows 7 and Windows 10
  • Working knowledge of a range of diagnostic utilities, including PING, TRACERT, IPCONFIG
  • Extensive application support experience MS Office 2010, 2013, and 2016 (this includes Excel, Word, PowerPoint, Outlook, OneNote and OneDrive).
  • Extensive experience with desktop and laptop hardware, including Dell.
  • Extensive experience supporting mobility, including IOS devices (iPhone and iPad) and air cards
  • Certificates, Licenses, Registrations: Microsoft Technical (MCSA and MCSE), A+ certifications strongly desired, or equivalent hands-on experience
Job Location:
Charlotte, NC
(Job number: 3914345)
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