Job Description:

Tier 1 Helpdesk Support Specialist

SOC has an immediate need for aTier 1 Helpdesk Support Specialistin the Charlotte, NC.

Responsibilities

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  Provide first-tier basic technical support to end users on issues of basic computer operations, including password reset, ticket escalation, basic troubleshooting and error messages

  
  


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  Candidate must have the ability to identify, research and resolve basic technical problems in a Windows environment.

  
  


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  Candidate would need to have acceptable customer service skills, ability to document and track requests for assistance and escalate unresolved issues to higher level support in accordance with established policies and procedures.

  
  

Qualifications

• Customer Service experience, Microsoft Office suite Active Directory, Remedy ticketing software, remote troubleshooting


• Basic understanding of networking technologies and protocols such as IP addressing, DNS, DHCP, and VPN client configuration


• Basic experience with Windows


• Hands-on experience with MS Office 2010 Applications, Internet Explorer and Outlook


• Basic experience with Dell & HP laptops and desktop computers,


• Ability to learn and work within Active Directory user, group and computer accounts


• Ability to learn basic troubleshooting and support of PC hardware and peripherals, such as printers


• Knowledge of security applications including antivirus software a plus


• Knowledge of Blackberry, Android and iPhone a plus


• High School Diploma