Help Desk Technician
Company Name:
Scottrade
Help Desk Technician - St. Louis, MO
Job ID: 20142710-9975
Description:
Scottrade, Inc. has an Help Desk Technicianposition available inSt. Louis, MO. The main purpose of this position is to provide tier 1 and 2 internal support by diagnosing hardware, middleware, software, telecommunications, and networking problems for LAN/WAN computing devices such as printers, scanners, dual monitor setups, peripherals, laptops, workstations, phone systems, VPN and networking equipment in a predominantly Windows Environment.
Responsibilities:
Provide tier 1 and 2 support for internal customers via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customer incidents in a timely and efficient manner.
Responsible for follow up with internal customers once incidents are resolved to ensure resolution and positive impact on customer satisfaction.
Assist in developing and maintaining a problem resolution knowledge base.
Ensure all open incidents are current and updated, and that all parties are aware of the incident status.
Explain information system policies as required.
Perform system and user administration roles in Active Directory.
Perform workstation imaging for all systems as assigned.
Participate in IT project-related tasks as assigned.
Perform other duties as assigned.
Knowledge, Skills, and Abilities:
Intermediate knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment. Intermediate knowledge of workstation architecture, network infrastructure and data transmission methodologies.
Intermediate knowledge of hardware support and the ability to remotely setup, configure and troubleshoot issues with printers, workstations, laptops, dual monitors and various other forms of hardware.
Basic knowledge of telecommunication technology and protocols including handsets, wireless headsets, telecom switch access, PBX systems, mobile devices and VoIP.
Intermediate knowledge of Active Directory permissioning in an enterprise environment.
Ability to navigate within an AS400 mainframe to manage user accounts.
Strong organizational and communication skills with a focus on customer service, attention to detail and effective follow up.
Ability to produce accurate technical documentation.
Highly motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers.
Foster company success through a professional appearance, teamwork, being courteous to customers and all Scottrade associates and by having a positive attitude.
Education and
Experience:
Associates degree in Information Technology or related field, or equivalent combination of education and experience preferred.
Help Desk, Service Desk, Technical Support or equivalent educational experience required.
1
years customer service experience required.
Experience with Service Desk ticketing systems; Altiris, Remedy, HEAT, Magic, etc. preferred.
A
and/or DELL certification preferred.
Scottrade, Inc., an equal opportunity employer, is committed to inclusion and a diverse workforce.
Requirements:
Languages English ? Spoken, English ? Written
Location MO - St LouisEstimated Salary: $20 to $28 per hour based on qualifications.
Scottrade
Help Desk Technician - St. Louis, MO
Job ID: 20142710-9975
Description:
Scottrade, Inc. has an Help Desk Technicianposition available inSt. Louis, MO. The main purpose of this position is to provide tier 1 and 2 internal support by diagnosing hardware, middleware, software, telecommunications, and networking problems for LAN/WAN computing devices such as printers, scanners, dual monitor setups, peripherals, laptops, workstations, phone systems, VPN and networking equipment in a predominantly Windows Environment.
Responsibilities:
Provide tier 1 and 2 support for internal customers via telephone and email for all internal technology problems and service requests in a complex technical environment, including hardware/software setup, configuration, problem recognition, research and isolation. Lead customers through diagnostic procedures to determine source of error, document and resolve or properly prioritize the incident/request based on impact and urgency and escalate internal customer incidents in a timely and efficient manner.
Responsible for follow up with internal customers once incidents are resolved to ensure resolution and positive impact on customer satisfaction.
Assist in developing and maintaining a problem resolution knowledge base.
Ensure all open incidents are current and updated, and that all parties are aware of the incident status.
Explain information system policies as required.
Perform system and user administration roles in Active Directory.
Perform workstation imaging for all systems as assigned.
Participate in IT project-related tasks as assigned.
Perform other duties as assigned.
Knowledge, Skills, and Abilities:
Intermediate knowledge of Windows operating systems (2xxx, XP, Windows 7) with the ability to troubleshoot in a Windows XP and Windows 7 environment. Intermediate knowledge of workstation architecture, network infrastructure and data transmission methodologies.
Intermediate knowledge of hardware support and the ability to remotely setup, configure and troubleshoot issues with printers, workstations, laptops, dual monitors and various other forms of hardware.
Basic knowledge of telecommunication technology and protocols including handsets, wireless headsets, telecom switch access, PBX systems, mobile devices and VoIP.
Intermediate knowledge of Active Directory permissioning in an enterprise environment.
Ability to navigate within an AS400 mainframe to manage user accounts.
Strong organizational and communication skills with a focus on customer service, attention to detail and effective follow up.
Ability to produce accurate technical documentation.
Highly motivated with a willingness to continuously acquire and maintain knowledge of relevant products (software, applications and hardware) and support policies in order to provide accurate solutions to customers.
Foster company success through a professional appearance, teamwork, being courteous to customers and all Scottrade associates and by having a positive attitude.
Education and
Experience:
Associates degree in Information Technology or related field, or equivalent combination of education and experience preferred.
Help Desk, Service Desk, Technical Support or equivalent educational experience required.
1
years customer service experience required.
Experience with Service Desk ticketing systems; Altiris, Remedy, HEAT, Magic, etc. preferred.
A
and/or DELL certification preferred.
Scottrade, Inc., an equal opportunity employer, is committed to inclusion and a diverse workforce.
Requirements:
Languages English ? Spoken, English ? Written
Location MO - St LouisEstimated Salary: $20 to $28 per hour based on qualifications.
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