Help Desk Technician Lead

4 days ago


Melbourne, Victoria, Australia Chenega Corporation Full time

About This Role

This Help Desk Technician II position offers an exciting opportunity to work with a talented team of professionals who deliver essential technology services to the US Government and industry. As a key member of our IT support team, you will provide first-level technical assistance to end-users for desktop computers, printers, scanners, and other equipment.

Main Responsibilities

  • Provide first-level problem identification, diagnosis, and resolution of problems.
  • Simulate or recreate user problems to resolve operating difficulties.
  • Recommend system modifications to reduce user problems.
  • Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
  • Maintain and return customers to normal IT operations with minimal impact on business activity.
  • Work with the IT Help Desk Lead to ensure compliance with Service Level Objectives (SLOs) in accordance with contractual standards.

Qualifications

  • Minimum 3 years of IT experience.
  • Understanding of basic security principles and ability to apply them to the computing environment.
  • Demonstrated knowledge and accomplishment in analyzing, diagnosing, and recommending solutions for hardware and software problems.
  • Ability to install, configure, and learn unique applications and programs.
  • Experience installing and supporting workstation hardware and software.
  • Knowledge of industry-standard Incident Ticket Tracking systems for inputting incident tickets and creating work orders.
  • Excellent written and verbal communication skills and excellent customer service skills.


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