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Sr. Network Operations Center Help Desk Specialist/Assistant Team Lead

Salary undisclosed

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Job Description

Job Description

Department: Technical Services

Title: Senior Network Operations Center (NOC) / Help Desk Specialist (Asst. Team Lead)

Reports To: Team Lead Network Operations Center (NOC) / Help Desk & After Hours

Status: Full-Time & Part-Time

Classification: Non-Exempt

SUMMARY

The NOC / Help Desk Specialist will work with a team and independently in our Network Operations Center to support our clients in the public and private sector.

The Specialist will serve as a first line of support to quickly and professionally resolve client support request. They will also perform a variety of maintenance, software installation and end-user training tasks to ensure the client s needs are met. In addition they will provide support to client staff by troubleshooting technical problems, advising users on appropriate action and making a decision about escalation to resolve client technical issues. They must perform responsibilities in accordance with all company standards, policies and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Communicate effectively and respectfully with end-users and co-workers
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware
  • Respond to queries either in person, over the phone or by email
  • Train end users
  • Prepare work schedule for After Hours Helpdesk staff
  • Assist with staff scheduling
  • Maintain confidentiality of all client information being processed or accessed
  • Investigate user problems and identify their source; determine possible solutions, tests and implement solutions
  • Work with Team to manage Help Desk Ticket Board and ensure performance / target metrics are maintained
  • Analyze support data on a regular basis to identify trends and make recommendations to improve any process
  • Responsible for dispatching calls/tickets to helpdesk team in order to meet client SLA
  • Provide team assistance, as needed, when Team Lead is unavailable
Company Description
As an information technology company, Huber is in the business of innovation where we investigate, learn, and implement new technologies and solutions regularly. In our business, we select hardware and software vendors who line up with our core values and core traits, and we use those relationships to create excellent solutions for our clients. We are committed to excellence in our internal company operations as well as in our business practices.

Our employee's research cuts through the fog of complexity in IT; we are able to demystify the many evolution's and innovations. In addition to communicating well with clients, we are experts at integrating a client's existing hardware and software with new technologies. This collaborative approach is successful because of the breadth and depth of our technical expertise; without our extensive experience and knowledge base, we would not be able to deliver this cooperative result.

We are a Woman Owned Business Enterprise (WBE) certified by the state of Missouri

Company Description

As an information technology company, Huber is in the business of innovation where we investigate, learn, and implement new technologies and solutions regularly. In our business, we select hardware and software vendors who line up with our core values and core traits, and we use those relationships to create excellent solutions for our clients. We are committed to excellence in our internal company operations as well as in our business practices. \r\n\r\nOur employee's research cuts through the fog of complexity in IT; we are able to demystify the many evolution's and innovations. In addition to communicating well with clients, we are experts at integrating a client's existing hardware and software with new technologies. This collaborative approach is successful because of the breadth and depth of our technical expertise; without our extensive experience and knowledge base, we would not be able to deliver this cooperative result.\r\n\r\nWe are a Woman Owned Business Enterprise (WBE) certified by the state of Missouri
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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