Help Desk Support

Location: Memphis, Tennessee
Posted On: 10/5/2017
Job Code: 3454_HD_TN
Job Description
The Command Center Technician II is the first point of contact between end users and the IT organization. The Technician is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. They will be the first level support for computer operations function (legacy system).

With general supervision:
• Ensures all monitoring tools are functioning properly
• Monitors all production environments on an hourly/daily basis for production related outages/errors via provided monitoring tools
• Identify monitoring deficiencies
• Troubleshoot systems/applications using basic network troubleshooting commands such as PING, TRACEROUTE, TELNET, and NSLOOKUP
• Effectively provide/communicate troubleshooting results to other Support Teams who have been engaged
• Request payers/processors and vendors to escalate issue per standard operating procedures
• Escalate outages, internal issues, and critical application to sensitive customer per department standard operating procedures
• Ensure incident tickets are updated timely, documented properly, and communicated to the interested parties and management
• Effectively relay alerts and troubleshooting performed to Support Teams when they are engaged
• Complete turnover documentation for oncoming shift to communicate current or significant issues incurred during the previous shift
• Follow standard security procedures for reporting security issues, monitoring cameras, media security, and ensuring log entries for all personnel
• Oversee release/change management activities and document all exceptions to change process

Education and Experience
• High school diploma or equivalent
• Associate’s degree (preferred)
• One+ years of IT experience in a customer service or IT service desk role – must have solid understanding of basic troubleshooting
• Basic knowledge of UNIX and Windows commands
• Computer software and hardware troubleshooting knowledge and experience
• Technical software and hardware certifications preferred
• ITIL v3 Foundation Certification preferred

Required Knowledge and Skill
• Advancing technology interest, knowledge and above average skills
• Computer skills, including working knowledge of all MS Office Suite products
• Professional telephone and customer service skills
• Excellent troubleshooting skills
• Ability to learn new technology and applications
• Solid written and oral communication skills
Category:Non-IT  code:new
Job Requirements
Change Management,COM,ITIL,Management,Training,UNIX,Windows 2000,Windows 2003,Windows 98

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Contact Details
Gomit Bisht
E-mail Address