IT Help Desk/Tech Support

ELS Princeton, NJ Our IT Help Desk/Tech Support Representatives are responsible for providing technical support and Help Desk services for ELS employees in the Princeton Headquarters office and our US centers, including the support of ELS Language Technology Center (LTC) operations. Support may include telephony/telecommunications equipment and services. We are seeking full-time Representatives to provide stellar services to their coworkers.

DUTIES/STANDARDS

• Provide phone, e-mail and face-to-face technical support and Help Desk services for ELS employees.
• Implement, maintain and support LTC operations in the ELS centers.
• Install, configure and support computer software, including commercial, third-party and in-house developed programs and systems.
• Install and configure computer hardware, including personal computers, monitors, printers and other peripheral equipment.
• Troubleshoot, diagnose and resolve computer-related problems; identify source, whether network, software, hardware or user, correct problem, or, where necessary, elevate to higher-tier or outside resources.
• Upgrade computer hardware and software, including flashes, patches and service releases.
• Deal directly with users to provide initial or remedial training in the use of company-provided software, equipment and services.
• In order to assure flow of information, monitor and troubleshoot connectivity between PHQ and the ELS centers; elevate to next-tier or outside resources for resolution.
• If appropriate, work with IT Director and Berlitz Telecommunications Manager to acquire and support telephony/ telecommunications equipment and services.
• Other duties and responsibilities as directed.
• Interaction with IT staff, Berlitz Telecommunications Manager and other headquarters personnel.
• Interaction with ELS personnel in, but not restricted to, US centers

Education: Two-year college degree in Computer Science, Information Systems or related field (technical certification and/or relevant work experience may substitute for degree).

Experience: Interest in and knowledge of personal computer hardware and software.

Competencies: Personal integrity and strong work ethic. Well-organized with good customer service skills; able to respectfully deal with people in pressure situations.