[PREFERRED CERTIFICATIONS A+ certified or similar other certifications helpful, but not required

[Preferred Candidate Skills and Qualities: ]{arial",sans-serif"=""}]{arial",sans-serif"=""}

• 2+ years help desk / administration experience
• Exceptional customer service orientation
• Strong documentation skills
• Exceptional written and oral communication skills
• Performs post-resolution follow-ups
• Strong experience with desktop operating systems
• Ability to present ideas in user-friendly, business-friendly and technical language
• Strong attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes - a plus

[Tasks that will be assigned:]{arial",sans-serif"=""}

• Assists in providing Level I and II Service Desk Support.
• Escalates problems (when required) to senior team members
• Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Tests repairs to ensure problem has been adequately resolved
• Basic LAN configuration and troubleshooting
• Develops help sheets and FAQ lists for end users
• Responsible for daily corporate backups
• Experience with UPS/FedEx software and hardware a plus
• Printer/Scanner/Copier implementations
• Basic ShoreTel phone configuration