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Help Desk- Production Support in Johnson City, TN at ACT

Date Posted: 12/10/2018

Job Snapshot

Job Description


IT Help Desk/Prod Support Technician
Advanced Call Center Technologies, LLC - Johnson City, TN

Help Desk Tech Responsibilities:

  • Monitor VRU's and IVR's on an hourly basis
  • Update remote users with corporate antivirus software and any other software updates when applicable
  • Create, troubleshoot and resolve work orders
  • Troubleshoot user issues
  • Monitor Track IT ticketing system
  • Answer Help Desk line
  • Follow up on work orders with requestors
  • Follow up with IT staff on work orders that are overdue or close to being overdue to ensure prompt resolution
  • Check resolutions on closed work orders daily
  • Produce weekly reports as needed
  • Update critical documentation in a timely manner
  • Administer VPN dual authentication tool
  • Perform tasks within SLAs

Prod Support Responsibilities:

•         Load dialers

•         Run, verify and log information

•         Process scripts in ABAT, Linux and Oracle PL/SQL

•         Work closely with operations to ensure data is available

•         Complete backend processing tasks necessary to maintain information systems

Qualifications and Experience:

  • Strong verbal and written communication skills are required
  • Strong troubleshooting skills
  • Must be detail oriented, well organized and self-motivated
  • Ability to work with all levels of management
  • Must be able to effectively work independently and in team environments.
  • Ability to work in a fast paced environment and manage time efficiently between multiple priorities.
  • Advanced skills in Microsoft Office
  • Active Directory
  • Outlook
  • Familiar with Windows 7 and 8 environments.

•         Excel

•         Putty

•         WinSCP or another FTP application

•         Experience coding in PLSQL preferred, but recent experience with other coding languages acceptable

•         ABAT

•         FTP/SFTP

•         Precision in following procedural documentation

•         A sense of caution when running important processes

Job Type: Full-time

                   Mon-Tue: 8A-5P

                   Fri-Sun:    8A-5P

                   On call as needed

Training hours: 6AM-3PM M-F

 

Required experience:

  • Prior Help Desk or IT experience

Required education:

  • Some college or technical school education

~CB

Qualifications and Experience:

  • Strong verbal and written communication skills are required
  • Strong troubleshooting skills
  • Must be detail oriented, well organized and self-motivated
  • Ability to work with all levels of management
  • Must be able to effectively work independently and in team environments.
  • Ability to work in a fast paced environment and manage time efficiently between multiple priorities.
  • Advanced skills in Microsoft Office
  • Active Directory
  • Outlook
  • Familiar with Windows 7 and 8 environments.

•         Excel

•         Putty

•         WinSCP or another FTP application

•         Experience coding in PLSQL preferred, but recent experience with other coding languages acceptable

•         ABAT

•         FTP/SFTP

•         Precision in following procedural documentation

•         A sense of caution when running important processes

Job Type: Full-time

                   Mon-Tue: 8A-5P

                   Fri-Sun:    8A-5P

                   On call as

 needed

  • Strong verbal and written communication skills are required
  • Strong troubleshooting skills
  • Must be detail oriented, well organized and self-motivated
  • Ability to work with all levels of management
  • Must be able to effectively work independently and in team environments.
  • Ability to work in a fast paced environment and manage time efficiently between multiple priorities.
  • Advanced skills in Microsoft Office
  • Active Directory
  • Outlook
  • Familiar with Windows 7 and 8 environments.

•         Excel

•         Putty

•         WinSCP or another FTP application

•         Experience coding in PLSQL preferred, but recent experience with other coding languages acceptable

•         ABAT

•         FTP/SFTP

•         Precision in following procedural documentation

•         A sense of caution when running important processes

Job Type: Full-time

                   Mon-Tue: 8A-5P

                   Fri-Sun:    8A-5P

                   On call as needed

Training hours: 6AM-3PM M-F

 

Required experience:

  • Prior Help Desk or IT experience

Required education:

Some college or technical school education