IT Help Desk Consultant

Job Summary

This position is responsible for providing Information Technology client support by performing troubleshooting tasks via phone and remote control. Provide desktop support including software/hardware troubleshooting. Perform remote administrative tasks on client networks such as user password changes, file permissions and other related issues. Also responsible for system backups, printing reports, maintaining all logs and updating procedures. Escalate and follow-up on issues as needed.

Essential _Functions_ _Required_

· Provide first line phone or remote assistance to clients regarding technical issues.

· Proactively monitor client support notifications.

· Create and manage new users, groups and e-mail accounts, grant access to resources as part of the Network team.

· Support IT consultants as directed, particularly in the area of desktop and applications.

· Maintain records and logs as required for documenting all requests for assistance and worked performed or resolutions.

· Ability to escalate issues as needed in a timely manner

· Maintain and build client confidence.

· Resolve system configurations for optimal performance.

· Utilize helpdesk tracking software

· Document processes for internal and external use

· Ability to follow, document, and create procedures

· Identify opportunities to expand ECC’s client base.

· Maintain orderly, clean, and attractive working areas.

· Present a professional, clean, well-groomed appearance.

· Perform all other duties as assigned.

· Monitor issue progress and update Network Manager with status.

Education & _Work_ _Experience_

· Associate’s degree in related field and/or demonstrated capability through previous experience and education to perform job responsibilities.

· One (1) year experience in an IT support / help desk environment.

Job Knowledge, _Skills and Abilities_

· Communicate technical information to clients in clear and concise layman’s (non-technical) terms using both verbal and written formats.

· Communicate responsively with clients, vendors, and fellow staff members using both verbal and written formats.

· Ability to manage time and respond quickly with a focus on prioritization

· Ability to work in fast paced and sometimes stressful environment.

· Ability to represent the company in a highly professional manner.

· Ability to be flexible and adaptable to new ideas from fellow employees, management and clients.

· Strong sense of ownership and willingness to take responsibility and accountability with all client interactions.

· Anticipate and identify client needs.

· Provide professional quality of work by completing all projects in a thorough, timely and accurate manner, producing a finished result that is functional, lasting and aesthetically pleasing.

· Ability to negotiate with vendors, clients and staff.

· Maintain the highest level of confidentiality.

· Highly organized, with ability to multi-task and work independently with minimal supervision.

· Ability to take direction and collaborate within a team.

· Broad-based knowledge of information technology including PCs, peripherals and networking.

· Hi-level working knowledge and understanding of a variety of computer software programs with emphasis on Microsoft products.

· Anti-virus, anti-spamming and anti-spyware software experience.

· Knowledge of the fundamentals of computer troubleshooting.

· Demonstrated experience with Windows Server administration.

· Experience using and configuring mobile email clients, Internet Explorer, Adobe Acrobat Reader, Anti Virus Software, WinZip, etc.

Certificate & Licenses

· A+, Microsoft Certification desired.

Physical _Demands_

· Sustain repetitive movement (motion) of wrists, hands and fingers.

· Sit for extended periods of time.

· Talk as to express or exchange information and data by means of the spoken word.

· Hear detailed information through oral communication and to make discriminations in sound.

· Specific vision abilities required including close vision and ability to differentiate colors.

Work _Environment_

· High tech, professional office environment.

· Present for core business hours.

Job Type: Full-time

Job Location:

• Reno, NV

Required experience:

• IT: 1 year