Senior Service Desk Support Technician

Company Name:
Koch Davis
The Senior Service Desk Support Technician is responsible for providing Tier I and basic Tier II support to customers with hardware, software and application problems. The candidate serves as the information technology customer service specialist that performs a range of activities that contribute to overall customer satisfaction to the user base. Attention to detail and good organization skills are critical. Accurate incident documentation and tracking are important parts of the position. Provides accurate and detailed documentation of the IT problem, analysis and resolution actions performed during the IT restoration process. Complies with documented procedures for IT service restoration by adhering to ESD policies and procedures relative to problem analysis and resolution. Demonstrates excellent customer relationship skills through communications, tone, knowledge and respect while engaging via phones, web tickets and other communications media. Assists and trains junior technicians with complex problems. Provides some operational direction to peer team members.
At least 3 to 5 years of directly related experience supporting help desk operations. Demonstrates basic knowledge of the Microsoft Windows desktop operating systems and administrative tools. Basic knowledge of Enterprise support hardware, software, network connectivity and applications.Possesses an IAT Level 2 certification, Security + (CompTIA CE). Technical certifications or training or work experience required.
Associates degree in a related technical discipline or the equivalent combination of education.
Concern about aerospace and defense service.

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