Summary:
Starfish Computer Corporation’s Help Desk Engineer (Level 1) provides direct end-user support for client issues by troubleshooting and applying knowledge via helpdesk calls, service board tickets and email requests. The Help Desk Engineer (Level 1), supports end-users with software and hardware issues, and also performs maintenance and upgrades to clients’ LAN, WAN, wired and wireless computer networks. Furthermore, the role installs and tests email/user accounts, sets up laptops/desktops and installs/upgrades software.
Job Functions & Responsibilities:
- Perform network monitoring diagnostics, proactive and preventative maintenance to ensure that network systems are operational and running at peak performance
- Maintain proper documentation of systems, licensing and applications
- Record and document work completed and in-progress; assist in updating network documentation to record installations, upgrades, configurations, etc.
- After hours support rotation
- Follow standard operating procedures for day-to-day activities
General Requirements & Information:
- Maintain an up-to-date knowledge of rapidly changing computer network technology
- Experience troubleshooting software and hardware issues
- Perform network management activities
- Support and troubleshoot firewalls
- Solid hands-on experience in a client environment
- Ability to write clear and concise documentation of what you did during a repair or implementation
- Strong oral and written communication skills
- Organized and can self-manage with minimal oversight
- Possess the willingness to continually gain knowledge of new technology and use cases
- Possess knowledge of technical terms in the information technology industry, and be able to communicate professionally, clearly and concisely with a diverse group of people who may not know technical terms
- Local client site travel is required
