IT Helpdesk Tier-1

  • Austin, TX, USA
  • Contract

Company Description

Woongjin is looking for a Helpdesk Tier-1 for a multi-conglomerate company known all over the world.  

Our Mission

Woongjin is a rapidly growing team who provides a range of unique, exceptional, and enhanced services to our clients.  We have a strong moral code that includes the service of goodness without expectations of reward.  We are motivated by the sense of responsibility and servant leadership.

Job Description

  • Provide walk up customer support by creating trouble tickets using the ticket system
  • Provide level 1 phone/chat/email/desk-side support for desktop related issues, including Microsoft and other installed software issues.  These include all Microsoft products and other Samsung specific software products.
  • Assist in staging desktops and laptops including re-imaging OS, installing corporate required software.
  • Troubleshoot desktop / laptop issues, etc.
  • Create user accounts (Linux and Windows)
  • Termination of accounts
  • Removal of hardware and installation of new hardware.
  • Replace toner in printers, clear printers of paper jams
  • Work L1 trouble tickets that have been assigned to you and pull from queue.
  • Provide backup support to other tier 1 supports techs.
  • Document tickets and troubleshooting steps for escalation.
  • Document Run Book and/or User portal for common issues. 
  • Adhere to all Samsung security protocols
  • Provide friendly customer support
  • Create and maintain documentation
  • Performs the job related duties as required

 

Qualifications

  • 2 year degree or better OR equivalent work experience with HS degree Or Military experience
  • Knowledge and familiarity with Microsoft products including Windows 7, Office and Outlook
  • Basic Knowledge and familiarity with Linux commands
  • Basic understanding of networks
  • Basic understanding of computer and computer components
  • Customer service experience 
  • 2+ years’ experience in technical L1 helpdesk environment
  • Desire to learn and to work with others
  • SharePoint  experience (a plus)
  • Confluence experience (a plus

Nice to have

  • CCNA certification
  • Microsoft certifications

 

Additional Information

All your information will be kept confidential according to EEO guidelines.