Description:

ECS is seeking a front-line, tier 1 IT helpdesk position with an emphasis on customer service and triage. This position is in the Orlando office

 

Responsibilities:

  • Serve as the first point of contact for employees seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by employees
  • Walk the employee through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update employee status and information
  • Pass on any feedback or suggestions by employees to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Requirements:

Requirements:

  • 1+ year of front-line, tier 1 IT helpdesk support experience
  • AS Degree or current student working towards IT degree.
  • Preferred certifications, A+, Network + and Security +
  • Understanding of Office 365 management
  • Understanding of Microsoft Active Directory
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Employee oriented and cool-tempered
  • Comfortable in a high paced, agile environment
  • Excellent interpersonal skills, judgment, and decision-making skills
  • Excellent written, verbal and organizational skills
  • Other systems used AWS and Linux

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