Onsite Help Desk Technician – IT Support Pro

DecisionPoint Corporation; Durham (NC); On-site; USD 26,000 - 29,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

401(k) Match

HSA/FSAs

Training Reimbursement

Education Assistance

Paid Time Off

Holidays

Job summary

DecisionPoint Corporation is seeking a Help Desk Support Technician to join our Durham, NC team in a call center environment. You will document incidents in CAPRS, perform problem analysis, and escalate to level-2 as needed.

The role requires at least one year in a help desk, familiarity with Windows OS, SMS, Exchange/Outlook, TCP/IP, vBNS, MPLS, VoIP, and Cisco routers. The position is onsite in Durham, NC with a competitive hourly rate and a full benefits package.

Qualifications

• Must hold at least one of the following certifications: HDI CSR, HDI Desktop Support Technician or an A+ certification.
• Minimum of one year experience serving in a help desk role and experience with Windows OS, SMS, Exchange/Outlook, client/server applications, TCP/IP, vBNS, MPLS, VoIP, and Cisco routers.
• Minimum of one year IT call center support experience required.

Responsibilities

• Provide detailed incident documentation using the CAPRS incident management system.
• Document problem analysis and resolution for hardware, software, video, mainframe, and network issues.
• Dispatch vendor hardware maintenance requests per SOP priorities.
• Communicate real-time events to management and customers via service center communications systems.
• Use email, IM, and monitoring tools to track current issues affecting availability.
• Respond to customer inquiries with how-to assistance for problems.
• Open tickets for each contact and escalate to incident level-2 as needed.
• Close tickets only after customer satisfaction and full documentation.
• Prepare reports of open severity-1 issues and submit to distribution list.
• Gather information and follow required diagnostic procedures.
• Adhere to Standard Operating Procedures.

Skills

Public Trust clearance

Help desk experience

Ticketing system experience

Tools

Windows OS

SMS

Exchange/Outlook

TCP/IP

vBNS

MPLS

VoIP

Cisco routers

ServiceNow

Remedy

Job description

DecisionPoint Corporation is seeking a Help Desk Support Technician to join our Durham, NC team in a call center environment. You will document incidents in CAPRS, perform problem analysis, and escalate to level-2 as needed.

The role requires at least one year in a help desk, familiarity with Windows OS, SMS, Exchange/Outlook, TCP/IP, vBNS, MPLS, VoIP, and Cisco routers. The position is onsite in Durham, NC with a competitive hourly rate and a full benefits package.