Job #2821 Help Desk Tier 1/2

Job #: 2821
Location: Nashville, Tennessee
Category: Healthcare IT
Skillset: End User Support, Microsoft
Placement Type: Contract to Hire
Start time: ASAP
Additional Details:

Providing tier 1-2 technical support to customers with technical issues
keeping track of issus in the ticketing system.

  • Some travel to onsite locations to resolve tier 2 help desk needs.
  • Mentoring Tier 1 Technical Support members with effective troubleshooting techniques
  • Experience with these technical applications:
  • Windows 7 (and up) – must be able to install, configure and maintain
  • Microsoft Server OS – all versions
  • Microsoft Exchange Server – all versions
  • Office 365 – multiple applications
  • Experience in setting up firewalls, configuring rules, site-to-site VPNs
  • IP addressing and subnet masks DHCP, DNS, NAT RMM Systems (Remote Monitoring and Management)
  • Hyper-V / VMware experience is helpful
  • SQL Server administration
  • Backup administration

Responsibilities:

  • Handling incoming work orders, emails, and phone calls for a customer base
  • Handle about 25 calls a day
  • Installing and troubleshooting a variety of software packages in a Windows environment.
  • Setting up and troubleshooting various printers, scanners, and other peripherals.
  • Assisting users with account setup, data backups, and general usage of desktop and laptop PC’s.
  • Work diligently with MS Operating Systems, applications and use troubleshooting techniques, antivirus procedures, network connectivity, email clients, protocols to resolve customer issues.
  • Computer life-cycle replacements utilizing WIN Image.
  • Ghost images, transfer data, upgrade systems and run update on computers.
  • Create, add or remove user profiles account, domain or groups in active directory
  • Laptop configuration and support using Cisco products.
  • Deliver written weekly reports to supervisor.
  • Working with Helpdesk Ticketing systems, Excel spreadsheets, and various databases.
  • Maintaining systems to meet or exceed client security requirements.

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