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Help Desk Coordinator

January 31, 2013 - February 22, 2013
Location:Houston, TX
Exempt/Non-Exempt:Exempt
Benefits:Medical, Dental/Vision, 401(k), Vacation and Sick Leave
Employment Type:Full Time
Department:IT
Description:Witt O'Brien's is a global leader in preparedness, crisis management and disaster response and recovery with the depth of experience and capability to provide services across the crisis and disaster life cycle. Witt O'Brien's is uniquely positioned to bring together policy architects and technical experts in public safety, with leaders from all levels of government and private sector partners to forge solutions to emergency management challenges.

We are looking for an individual to support the development of Infrastructure as a Service environment and provide helpdesk support to end users around the globe. This position is responsible for answering, diagnosing, solving, and documenting help desk inquiries. This position requires an independent analyses as well as a collective team based approach. Individual should be an excellent communicator with problem solving aptitude. Must be a self-starter and work with limited supervision.
Duties:Essential Job Functions:
• Excellent communication (both oral and written) skills.
• Provide one-on-one helpdesk support and resolve problems to the end user’s satisfaction.
• Monitor helpdesk requests and respond quickly and effectively in a timely manner.
• Create, monitor, and update help desk tickets, tracking new and open issues through-out the life cycle of an issue.
• Identify, troubleshoot, and resolve end user issues over the phone.
• Proficient in Windows OS, Desktop, Laptop, Mobile devices, iPad and Android device support.
• React to changing priorities productively and handle essential tasks as assigned.
• Must be proficient in documenting as well as implementing internal procedures and policies.
• Assist with the onboarding of new users and resolving issues during user setup.
• Maintain inventory of all equipment, software, and software licenses.
• Create Active Directory users and Exchange User Accounts
• Maintain a working knowledge of Microsoft Office Products and have the ability to support these applications on an as needed basis.
• Coordinates timely repair of computer equipment covered by third-party vendor maintenance agreements.
• Other duties as assigned
Qualifications:Technical Skills and Abilities:
• Microsoft ฎ Office 365 (Required)
• Microsoftฎ Lync
• Microsoft Office Suite knowledge is essential.
• Strong aptitude in Operating Systems (Microsoft, iOS, Android), spy ware and virus removal, hardware, upgrades, internet, intranet and troubleshooting.
• Ability to communicate problems with manager as they become known.
• Excellent Interpersonal skills and a strong team player with an ability to build positive working environment.
• Ability to learn and master new technology to train and support end users.

Requirements:
• 2 to 5 years of relevant technical experience
• Bachelor’s Degree in Information Systems or related field (preferred)
• Ability to sit for prolonged periods of time in front of a computer
• Ability to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

EOE


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