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Company Name : ICE Services, Inc.
Location : Prudhoe Bay, AK
Position : IT Help Desk- Prudhoe Bay
Job Description : Purpose of Position:In this role, you will provide support for both 3rd party and internal clients while maintaining the IT Infrastructure by analyzing requirements, troubleshooting and resolving issues, as well as configuring and installing different hardware and software solutions. You will be responsible for the administration and internal support of the company’s PCs, printers, servers, network, and other related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. Rotational position.Educational Requirements:High school graduate or GED equivalentCollege level courses or industry certifications related to IT are strongly preferredExperience and Background:At least two years of relevant technical work experience or training which demonstrates suitability for and knowledge of what is required in this type of workAdvanced understanding of operating systems, business applications, printing systems and network systemsAdvanced diagnostic skills of technical issuesKnowledge of IT applications, processes, software and equipmentStrong organizational and customer service skillsInterpersonal skills: such as communication skills, active listening, and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyTechnical awareness: ability to match resources to technical issues appropriatelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesSelf-motivated with the ability to work in a fast-moving environmentPerform all tasks safely and in a timely mannerCertificates, Licenses and Requirements:Valid Driver License that meets ICE Services’ insurance criteria.Ability to lift & carry 50 pounds on regular basis, routine walking, standing, bending.Must pass a pre-hire drug test, breath-alcohol test, occupational fitness test, computer-based testing and background check.Professional IT Certifications, such as: Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Net +, A+, Sec+ or possessing the drive to achieve professional IT certifications with company provided training and resources.Essential Duties or Functions:The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. Incumbents(s) may not be required to perform all duties listed and may be required to perform additional duties as assigned.Works well under pressureAbility to work in a fast-paced team environmentAnswer phone calls, respond to tickets/alerts, as well as handle escalated issues in a timely fashion.Communicates effectively with clients, vendors, and coworkers via phone, email, and ticketing system.Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.Enter all time, expenses, communications, and work logs within service tickets.Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on Priority & SLA.Fast and timely turn around on all customer requests and escalations.Escalating requests to appropriate higher-level team members or departments when applicable.Maintain and update internal and/or client-facing documentation.Detailed communications with customer and vendors as required to keep all parties informed of issues, progress, changes, and resolutions.Work closely with team members, Field Engineers, NOC, and Project Engineers when needed or called on for assistance.Improve customer service with the ability to seek opportunities to increase client satisfaction and deepen client relationships.Ability to work independently while locating information to assist a customer/vendor.Advanced technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wirelessAdvanced remote access solution implementation and support: VPN, Terminal Services.Support of backup and disaster recovery solutions.Ability to assist and or train other team members when assistance is needed.Modify configurations, utilities, software default settings, etc. for the local workstation.Assist with onboarding of new users.Install, test and configure new workstations, peripheral equipment and software.Maintain inventory of all equipment, software, and software licenses.Manage PC setup and deployment for new employees using standard hardware, images and Software.Manage user’s permissions and access via Active Directory.Install and maintain wireless access points and assist with user connectivity.Provision and configure new cell phones for users and facilitate the transfer of contacts and data.Install and maintain network cameras and network video recorders.Install televisions and troubleshoot headend reception issues.Part of an On-Call Rotation for After Hours support.Perform other duties as assigned.Observe Company’s safety culture, standards, and regulations.Job Type: Full-timeBenefits:401(k)401(k) matchingDental insuranceEmployee assistance programFlexible spending accountHealth insuranceLife insuranceReferral programRetirement planVision insuranceSchedule:12 hour shiftOvertimeExperience:IT: 2 years (Preferred)Customer service: 2 years (Preferred)Work Location: One location
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