Jacobs is an Equal Opportunity Employer, M/F/D/V
This is a Help Desk Technician I position.
This position will be 2nd or 3rd shift (TBD)
Help Desk Technician (HDT) A HDT provides the enterprise with direct customer support when issues arise in their normal IT working environment. During a normal help desk request, a HDT will listen to the details of the issue, pose questions that will narrow down the problem, and offer one of the following resolutions:
1. walk the user through corrective action,
2. forward the trouble ticket to another area, or
3. remotely take control of the desktop and resolve.
HDT must possess excellent communication skills including verbal, written, and telephone etiquette. Above average ability to interpret, analyze, troubleshoot and resolve technical problems. Must be decisive, conscientious, and interact well in a team environment or training capacity. Have a strong desire to learn and be able to follow policies & procedures. Works under general supervision. Must have a strong working knowledge of and experience with computer hardware, software and peripheral devices in a diverse environment. Provide a high level of interfacing with co-workers and communicate effectively with the clients, IT personnel and management. (See page 2 for additional HDT 1 Activities).
Customer Service: Provide direct customer service and technical support to users as required via phone, e-mail, fax, on-line systems and/or in person.
• Provide professional and personal assistance to clients in answering inquiries, locating information and analyzing technical requirements
• Provide prompt responses to users for problem resolution or accepting trouble reports and assigning Help Desk Tickets
• Responsibilities include informing users of pertinent network information including planned network downtime
• Provide logins and access to users with qualified security clearances
Technology: A HDT’s main technology emphasis should be to:
• Maintain skill set required to do job
• Maintain an awareness of trends within the technology industry
• Effectively utilize enterprise tools sets such as Remedy, Network & Systems Management, Active Directory, etc.
• All network/operating system environments that the user community utilizes
Training:
• Various network/operating system environments; examples: Unix, Microsoft, Windows XP, Windows Vista, Microsoft Exchange, Microsoft Office Suite products; or customer defined application suites.
• Microsoft MCP, A+ or other entry level desktop OS
• Customer Service Training
• Certified Helpdesk Professional (CHDP)
Help Desk Technician I (HDT 1)
Leadership/Direction: Activities will be directed, monitored, outlined and supervised by a project lead.
Activities: A HDT 1 should normally perform the following activities and duties:
• Plan and set goals and objectives for weekly activities to ensure a high level of productivity, including prioritizing the service requests, determining the most effective way to expedite the request and allocating the appropriate resources
• Solve problems by way of pre-planned procedures
• Use administrative resources appropriately
• Implement goals and objectives that are responsive and conform to the organization's mission
• Maintain the IS Help Desk, including activities such as recording all interactions with users
• Document solutions to problems in the appropriate database
• Assist in updating and maintaining operational instructions and procedures
• Administer user accounts for all systems as required
• Provide assistance with password authentication problems
• All safety policies must be strictly adhered to
This is a Team ITSS position with Jacobs Technology.
The candidate must have 2 years general technology experience, OR 1 year general technical experience and an Associates Degree in a Technical Discipline or related field. A technical certification is desirable.
To see all available positions for Jacobs Technology, visit www.JacobsTechnology.com. Click Careers and select ITSS as the segment to begin your search. Review any job opening that may interest you and submit your application via the link at the bottom of the page.
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