Zwicker & Associates, P.C.

  • Help Desk Technician I

    Job Locations US-AZ-Tempe
    Posted Date 2 weeks ago(11/9/2018 12:27 PM)
    Job ID
    2018-1318
    Category
    Information Technology
    Region
    West
    Type
    Regular Full-Time
  • Overview

    Zwicker & Associates PC is a national law firm that represents some of the largest creditors in the nation. Growing strong since 1991, Zwicker encompasses a large clientele ranging from major credit cards issuers to student loan collections.

     

    Zwicker is presently seeking a Help Desk Technician I with a minimum of 3 years of related experience to join our dynamic team in our Arizona Office located in Tempe. 

     

    Position Summary            

    Responsible for providing phone support, remote assistance, walkup, and desk-side problem resolution for all local and remote office users, satellite office users and IT staff with data center, hardware, telephony, software and applications problems.

    Responsibilities

    Essential Functions           

    Responsible for courteously obtaining and conveying concise problem information to Zwicker & Associates P.C users. Support includes but is not limited to computer and peripheral installation and troubleshooting, account management, first and second level problem determination, problem/incident recording, and problem resolution/escalation.

    Responsible for providing accurate and timely logging of problems and resolution for problems in our IT ticketing management database; maintain communications with customers during the problem resolution process; and conduct the research necessary to resolve and avoid future problems.

    Duties entail assisting network engineers and administrators with data center issues at the Kentucky location as well as rollout of equipment for satellite office users and aid in any setup associated with equipment deployment including VOIP telephony equipment. In addition the Help Desk I technician will be tasked with escalation of a problem if not resolvable by the technician within a timely period.

    Qualifications

     

    Competencies Required                                                                                                           

    • Technical Acumen
    • Execution
    • Communication
    • Ability to work independently as well as in a team environment
    • Highly organized and detailed oriented
    • Ability to work creatively and analytically in a problem solving environment                                                                                                                        

    Minimum Qualifications                                                                                                           

    • Three (3) years of related experience and/or training; or equivalent combination of education and experience
    • Proficiency with basic networking is required
    • Ability to effectively communicate by phone or in person; the demonstrated ability to achieve successful outcomes in handling difficult situations and customers; and the ability to work in a high operations tempo Help Desk environment.
    • Must show initiative and acts independently to resolve problems
    • Ability to manage multiple priorities and follow through on projects to completion; and the ability to escalate problems as appropriate following Help Desk procedures
    • Ability to maintain in-depth knowledge of supported products and services

    Software:

    • Microsoft Windows (All versions)
    • Proficiency with Active Directory and Exchange Server
    • Microsoft Office including Outlook
    • Ticket Tracking software
    • Microsoft SharePoint
    • Imaging software (Ghost, FOG)

    Hardware:

    • Multi-vendor PC rollouts
    • Various printer models
    • Blackberry handhelds
    • IP Phones
                                                                                

    Preferred Qualifications                                                                                                           

    • Experience with trouble shooting technical issues                                                                                      

    Physical Qualifications                                                                                                              

    • Be able to lift 35 lbs. or greater                                                                                                                 
    • Be able to sit 90% of the work day at times                                                                                          
    • Be able to bend at the waist and be mobile when needed                                                                  
    • Be able to read and comprehend position-specific documents and correspondence       
    • Be able to communicate in a common language with (or to) individuals or groups verbally and/ or in writing (e.g. applicants, managers, employees)                                    
    • Be able to operate a computer, phone and/or equivalent devices                                                    
    • Be able to complete a minimum of a 40 hour flexible workweek schedule including overnight and weekends

    This is a full time, full benefit position. Benefit package includes medical, vision, and dental insurance, long term disability insurance, life insurance, compensated time off, paid holidays and 401K with match.

     

    No Phone Calls, No Agencies, EOE, Drug free workplace.

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