Help Desk Senior

Company: WILL Technology, Inc.
Location: Sierra Vista
Posted on: May 6, 2021

Job Description:

WILL Technology, Inc. (WTI) has an immediate need for a skilled, full-time Help Desk Senior--to join our growing team at Fort Huachuca in Southeast Arizona. In this position, the Help Desk Senior--will coordinate and help facilitate changes to and transitions for essential business process and/or technical systems within an organization.--Candidates in the Sierra Vista, AZ, Whetstone, AZ,--and Tucson, AZ--areas are strongly encouraged to apply.--Relocation may be available.RESPONSIBILITIES:In this role, the Help Desk Senior provides basic technical support to end users by resolving network system issues at a pre-defined tier level or escalating the issues to a higher tier level by creating service tickets. This includes documenting, tracking, and monitoring the issue using applicable systems and tools. The ideal candidate responds to telephone, email, and online technical support requests and is capable of troubleshooting problems, assisting with account set-up, providing password resets, and performing various software functions. He/She will engage in and resolve all user incidents with a positive attitude and prompt response time. Some of the responsibilities for this position include:

• Responds to requests for technical assistance in person, via phone, chat or email.
• Utilize an internal ticketing system to accurately record, update, and document requests.
• Diagnoses and resolves technical hardware and software issues.
• Researches questions using available information resources.
• Manages the software development life cycle (SDLC) process for hardware through acquisition, deployment, and disposal by performing inventory, asset tagging, tracking, and refresh.
• Advises end users on appropriate actions by following standard help desk procedures.
• Performs work area setup from desktop imaging to user workstation support, including PC, laptop, peripherals, mobile devices, and other electronic equipment.
• Tracks and expedites or redirects issues requiring escalation to appropriate resources.
• Maintains and updates Active Directory (AD) on a daily basis.MINIMUM EDUCATION/TRAINING & EXPERIENCE QUALIFICATIONS:
  • Bachelor's degree in Computer Science or a related technical field is preferred
  • Security+ certification is required
  • Minimum of 5 years of IT customer service/help desk experience
  • Working knowledge of Incident Management and IT ticket systems
  • Strong MAC installation and troubleshooting skills are a plus--
  • Great attention to detail
  • Strong analytical and problem-solving skills
  • Excellent organizational, customer--service, and communications skillsWTI is an Equal Opportunity Employer and--and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national--origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any--other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of--employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence,--compensation and training.

Keywords: WILL Technology, Inc., Sierra Vista , Help Desk Senior, Other , Sierra Vista, Arizona