Job Description
 

 
Experience with the following is required:
 

 
The Help Desk Technician (Level 1) will be responsible for providing remote and in-house support to clients for a variety of technology related issues. The Help Desk Technician works directly with clients and will also assist upper-level engineers and consultants to ensure that our clients’ needs are consistently being met. Due to daily interaction with our clients, it is essential for the Help Desk Technician to deliver excellent technical support and customer-care services during each and every interaction.
 

 
Technical Skills:
 

 
• Minimum of 2 years of relevant hands-on experience. A+, Security+, Network+ and/or Microsoft certifications are desired
 

 
• Intimacy with the technical challenges of
 

 
• Windows based desktop operating systems
 

 
• Microsoft Productivity suites such as Office and Visio
 

 
• Cisco Unified Communications
 

 
• Ability to perform basic troubleshooting
 

 
• Co-location Experiencing with mounting and racking hardware, wire management
 

 
• General knowledge surrounding the following:
 

 
• MS Exchange
 

 
• Active Directory
 

 
• Windows Servers platforms
 

 
• MS Exchange 2003-2007
 

 
• MS Terminal Services
 

 
• Desktop support; Build, configuration and troubleshooting of Desktops (HP, DELL, IBM)
 

 
• Basic knowledge of routers, hubs, switches, and cabling.
 

 
• Must have an intermediate knowledge in the fundamentals of networking technologies and theories. (Installation, configuration and troubleshooting)
 

 
• Knowledge of HP, DELL, IBM Server hardware and configuration.
 

 
• Knowledge and experience with Sonic WALL, Cisco, VERITAS, Symantec, a plus.
 

 
• Basic knowledge of Citrix client side connectivity
 

 
• Anti-virus applications (EPO, SAV, Trend)
 

 
• VMWare administration & monitoring
 

 
• Unix/Linux
 

 
• Must be willing to work any shift (Days/Nights/Weekends)
 

 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 

 
• Respond to all customer inquiries in a courteous and professional manner
 

 
• Excellent Writing skills
 

 
• Excellent Communication Skills
 

 
• Excellent Customer Follow Up
 

 
• Excellent Customer Facing & Interaction Skills
 

 
• Personal Ownership
 

 
• Mount servers and various network equipment into racks
 

 
• Wire Management
 

 
• Visio Diagramming
 

 
• Ability to ask questions and demonstrate professionalism
 

 
• Answer the most commonly asked questions for defined issues and problems.
 

 
• Act as first line analyst for service request tickets following established protocols.
 

 
• Create, document, and escalate issues and problems in accordance with ticketing standards and SLAs.
 

 
• Monitor ticket queues and provide service or escalation as necessary.
 

 
• Provide basic level desktop/technical support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support).
 

 
• Basic support of software and hardware deployed in the organization.
 

 
• Adhere to departmental policies for reporting and managing requests and change control.
 

 
• Excellent customer service, interpersonal skills and telephone etiquette.
 

 
• Ability to learn and follow service standards and guidelines.
 

 
• Strong oral and written communication skills (technical and non-technical).
 

 
• Ability to understand of the organization’s goals and objectives.
 

 
• Ability to multi-task.
 

 
• Heavy Lifting required (50lbs to 75lbs servers and storage equipment)
 

 
• Commitment to continuous personal and professional growth through certification programs and personal empowerment
 

 
ENVIROMENT & SKILL SETS
 

 
• Local Candidates Only (Phoenix, AZ)
 

 
• US Citizenship required
 

 
• Valid Driver’s License
 

 
• Minimal travel, local locations generally
 

 
• Multiple locations locally for assignments
 

 
• Exciting and inviting environment and co-workers
 

 
• NOC located in Central/South Phoenix
 

 
• Full Medical, Dental and 401K benefits
 

 
• Resources and equipment provided
 

 
• Independent work environment