Help Desk/Tech Support Specialist Tier 1

ActioNet, Inc. Germantown, MD
RESPONSIBILITIES: Answers telephone and e-mail inquiries by end users for assistance with computer related issues and requests. Track tickets until completion and maintain data in several databases. Assign or escalate tickets to appropriate groups for resolution.

SKILLS REQUIRED: • Experience assisting customers via Telephone and e-mail • Outstanding Communication skills • Excellent Customer Service skills • Experience supporting and troubleshooting Windows 7 • Experience supporting and troubleshooting Microsoft Office Applications • Experience supporting users on a Windows Domain • PC Hardware troubleshooting • 100% flexibility once training is completed to work early or evening shift • Must have a Bachelor's degree

SKILLS PREFERRED: Familiarity with the following products highly desired: ITILv3 HDI Support Center VDI Microsoft Office Professional Plus 2013 Microsoft Skype for Business, Microsoft Office 365, Mobile devices (Android, iPhone, IPad) Remote solutions (Citrix and VPN) RSA SecurID Token HSPD-12 "Smart Card" A+ Microsoft Certifications HP Certifications Active Directory SCCM GOOD for Enterprise Safe boot Entrust Networking (TCP/IP, DNS. DHCP) Remedy Service Now