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Help Desk Support in Sandy, UT at Larry H. Miller Management Company/Automotive Division

Date Posted: 11/21/2018

Job Snapshot

  • Employee Type:
  • Location:
    Sandy, UT
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Position Summary:

This is an entry level to mid-level help desk position providing end user computer support. The position is responsible for first level problem determination, problem/incident recording resolution and problem escalation. The position also has a Cyber Secutiry focus.

Supported products and services include setup, deployment and maintenance of desktop/laptop hardware and software, online software, peripheral devices including printers, copiers, scanners, phones and handheld devices. Will report to the MMC/Saxton Horne Helpdesk Team Lead.

Position Duties:

1. Ensure maximum productivity for end-users

* Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
* Good understanding of DNS,DHCP, TCP/IP, Windows 10 and Mac Operating Systems
* Courteously obtain and convey concise problem information for external and internal service personnel.
* Provide accurate and timely logging of issues and resolution for issues in a ticketing system.
* Escalate issues to appropriate Infrastructure teams through proper escalation methods.
* Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
* Protect the legal, financial and moral well-being of the company.
* Be a teacher to support the efforts of other employees to be successful.
* Seek ways to improve business operations efficiencies and customer service.
* Perform other duties as assigned.

2. Customer Service

* Communicate with end-users to understand their needs and education/train on applicable hardware or systems to ensure satisfaction.
* Build rapport with end-users to establish trust and respect.

3. Operate with integrity.

* Demand the highest ethical standards from yourself and others.
* Portray an example of positive attitude and professionalism in work environment.
* Maintain regular and satisfactory attendance and punctuality.
* Resolve customer complaints to mutual resolution.
* Attend applicable training to maintain professional expertise on current on new technologies.

Required Qualifications:

* Associate degree in information Systems or at least 1 year applicable Helpdesk or Technical call center experience.
* Demonstrated ability to effectively communicate by phone or in person.
* Install, upgrade, and support all company desktop/laptops, printers and any other company support hardware.
* Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
* Knowledge of information technology products and services. Demonstrated analytical and troubleshooting skills.
* Proactively identify ways to avoid recurrence of customer issues by regularly improving the processes, technical articles, and procedures.
* Demonstrated ability to manage multiple priorities and follow through on problem resolution and projects to completion.

Desired Knowledge and Skills:

* Network+, Security+ Certifications
* A good understanding of Windows 7,8,10 and Linux
* Nmap, Nessus, OpenVAS, Elk Stack
* Knowledge of scripting languages in Python, PowerShell

Physical Requirements:

* Regularly required to sit, stand, bend, reach and move about facilities including under desks
* Must be able to lift up to 50 lbs.

Note: The need may arise to revise, supplement, or rescind portions of this job description, and Larry H. Miller Information Technology management reserves the right to do so at any time. Employee shall be required to meet the qualifications and perform the duties of any revised job description.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled