POSITION INFORMATION
The PC Support Technician will answer incoming tickets for technical assistance from end-users experiencing problems with basic computer hardware, software, networking, and peripherals.  Any issues that cannot be resolved on the initial call/request will be escalated to the appropriate level of support. 

Regular Responsibilities:
-Service inbound help desk support calls and process tickets in a timely manner
-Track all calls in a detailed and accurate manner utilizing help desk software
-Provide instructional, technical, and administrative support to end-users
-Apply diagnostic utilities to aid in troubleshooting
-Determine the nature of the user's issue and obtain as much information as possible
-Troubleshoot issues to isolate problems
-Route tickets to the next level of support where additional skill sets are required to complete troubleshooting
-Create remote support sessions to identify end-user problems
-Create Knowledge Base articles to explain common problems and recommended solutions

Requirements:
-US work eligibility, valid driver's license, and pass a criminal background check
-Superior customer-service skills and ability to adapt to varying end-user knowledge levels
-0 - 2 years of helpdesk/desktop support experience
-Knowledge of commonly-used concepts, practices, and procedures of general computing
-Strong knowledge in Microsoft Office, (Word, Excel, PowerPoint, Publisher, Access, etc.)
-Experience with installation, configuration, and troubleshooting Windows operating systems (XP, Vista, 7, 2003, 2008)
-Solid analytical skills and ability to identify and troubleshoot problems

Personality and Skills:
-Ability to multi-task and prioritize.
-Ability to work in high-pressure environments
-Able to perform a variety of functions and meet required deadlines
-Analytical, problem solving, and debugging skills
-Superior oral and written communication skills with people of all technical levels
-Dedicated to customers
-Detail-oriented, enthusiastic and optimistic attitude