Help Desk Technician

Location: Oneida, NY Salary: $40,000.00 USD Annually - $85,000.00 USD Annually Description: Company: Federal Gov contracting company
Position: 3 Helpdesk opneoings and one lead opening
Location: Oneida, NY
Duration: Direct hire/permanent

Benefits: Health, 401k match, PTO

Duties & Responsibilities:

1. Conducts first line of support for all calls coming into the Call Center.
2. Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements.
3. Effectively communicates with the person calling concerning the status of the call and the time a technician is expected.
4. For each call that is routed through the Help Desk, creates a ticket at the time of the call.
5. Makes follow up calls as required ensuring customer satisfaction.
6. Contacts users regarding the best time to schedule required tasks.

Minimum Qualifications:

1. A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment.
2. Must be able to effectively communicate with users to provide first level support over the phone.
3. Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
4. Must have knowledge and experience with corporate infrastructure packages such as

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