OVERVIEW

Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error. Determines the cause of the problem and resolves or escalates the issue accordingly.

Logs and tracks calls using problem management database, and maintains history records and related problem documentation. This position is responsible for creating statistical reports such as help desk incident reports for management and staff of Exiis Corporation.

Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. Consults with members of the Exiis Partner Team to determine the root cause of a clients support case and dispatches the client to the correct engineer.

Calls software and hardware vendors to request service regarding defective products. The MCP may also be responsible for light network troubleshooting and resolution, additional desktop support incidents, and for researching assigned projects as determined by management and staff members.

LOCATION

This person will work in a virtual Office Environment for on-going remote support of client systems and may work on-site as the need arises.

REPORTS TO

Director of Operations

EDUCATION

·         Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.

·         Microsoft Certified Professional Certification

REQUIREMENTS

·         Strong verbal and written communication skills and proven client satisfaction experience

·         Experience supporting Microsoft Windows 98, 2000, and XP, and Vista desktops

·         In-depth experience providing program support to small-companies for all Microsoft Windows operating systems and Microsoft Office Suite programs such as Outlook, Word, Excel, PowerPoint, and Access.

·         Perform deployment of new end-user hardware as well as additional installations, updates, and swaps of desktops, laptop PCs, and related hardware.

·         Install, configure and verify a range of popular applications on user workstations. Integrate, refresh and upgrade the OS on desktop machines, including standardized role-out’s using automated tools such as Ghost.

·         Experience with troubleshooting and maintaining general local area networks

·         Experience in a range of customer environments, with an assortment of end user devices.

·         Ability to assist with workstation moves, cable drops, and wireless networks

·         Ability to provide own transportation to on-site clients as assigned

·         Ability to assist management and staff with “overflow” assignments

Desired Skills

·         Familiar with Microsoft Remote Desktop Protocols for remote support to client’s desktop

·         Familiar with popular anti-virus software solutions such as Symantec, McAfee, GFI

·         Familiar with popular backup programs such as VERITAS Exec

·         Other skills may be needed as determined by the Director of Operations

CONTACT INFORMATION

If you feel you are qualified for this position, please send a Word formatted resume to careers@exiis.net for immediate consideration. If an opening is available, and we feel you would be a good fit, our Human Resource Manager will contact you for a personal and technical interview.