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Help Desk I, 14401

Our client is hiring a Help Desk I with one year experience in Desktop Support.
Responsibility:
Be the primary point of contact for problem calls. Perform initial problem determination evaluation to narrow the scope of the problem, documenting the problem and details of the call, and then assign the problem to the responsible technician.
Maintain a schedule of all calls and assignments in the on-line reporting system.
Expedite problem handling and resolution through prioritization of open problems and scheduling of resources as appropriate, either from the Network / PC Group, Mainframe Programming, Tech Support / Operations, Automation, or IT Management.
Continually review scheduling of technical personnel to assure effective use of resources to address the outstanding problems. Coordinate closely with Help Desk Manager for any scheduling conflicts or problem escalation.
Monitor problem reporting backlog, scheduling, resolution, customer feedback, and problem closing; providing follow-up with the customer to insure the satisfactory resolution of their issues.
Maintain an inventory of computer hardware/software, network gear, consumables, etc. Place orders for parts and other expendables through Corporate Purchasing System as directed by Help Desk Manager and IT Operations Manager.
Maintain inventory of all hardware and software both purchased and deployed at all locations.
Advise management of any situation where problem resolution is backlogged and is not being managed.


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