IT Helpdesk Tier-1

Woongjin, Inc
Contractor Full day
Austin, TX

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.

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