Overview

RESPONSIBILITIES:
Kforce has a client that is seeking a Help Desk Engineer in Phoenix, Arizona (AZ).

Responsibilities:
* Work directly with customers to resolve technical issues while tracking detailed information about each customer’s service need in an IT Service Management System
* Working life-cycle of a help desk incidents and service requests in a timely manner with thoroughness, attention to detail and a high level of customer services/satisfaction while providing customers updates throughout the process
* Clearly documents problem descriptions and step-by-step solutions in a Knowledge Base Library
* Works with other network personnel in a team-oriented manner, constantly learning from one another’s talents and skills
* Test fixes to ensure problem has been adequately resolved
* Identify and help resolve technical problems at the network level: WAN and LAN connectivity, modems, routers, switches and patch panels. Escalating clearly identified issues and steps taken to resolve when applicable
* Facilitates the setup of user accounts and permissions in a variety of platforms (Active Directory, Office 365, NTFS)
* Work within server or cloud-based desktop management platforms to maintain software versions, inventory and deploy new software where necessary
* Communicate with management on PC and network issues/service requests
* Able to conduct research in a wide range of computing issues as required
* Install, modify and repair computer hardware and software
* Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks

REQUIREMENTS:
* Associate’s degree and 2-4 years’ work experience in information technology preferred
* 3-5 years’ progressive work experience in information technology service desk roles will be considered in lieu of formal education
* Advanced experience with MS Windows 10, Office 365, MS Office Suite 2013+, ITIL based service desk systems
* Intermediate experience with Anti-Virus platforms, Imaging Deployment Technology (e.g., MDT, WDS), Remote Phone Support, Mobile Technology (e.g., iOS, Android)
* Foundational experience with Windows Server 2008/2012, Active Directory, DNS, DHCP, networking
* Experience with PowerShell and desktop software packaging and deployment technology
* Excellent phone etiquette, written and verbal communication and interpersonal skills
* Exceptional time management with the ability to cope with pressure, prioritize tickets in an ITSM system and other responsibilities and meet agreed service-level agreements individually and as a team member
* Attention to detail with firm problem solving, analytical and research skills
* Self-motivated and driven towards continuous improvement in knowledge and skill development
* Exceptional work ethic and the highest levels of integrity

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


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