Helpdesk Technician

Associate degree in computer science or related field.
1+ years of IT system maintenance experience with an emphasis in network and desktop support or equivalent combination of education and experience.
Strong interpersonal skills with a proven ability to interface with both technical and business team members at all levels within an organization.

Log and respond to incoming IT service desk calls and service requests/tickets and provide desktop and application support to troubleshoot internal user problems.
Diagnose, research, and resolve problems within scope of ability, forward more complex problems to upper-level support providers.
Provide ongoing communication to end users regarding issue status.
Review incoming electronic service requests for completeness and assign appropriate priority.
Handle customer incidents, requests, and complaints with a positive and diplomatic attitude.
Execute and monitor batch jobs in accordance with operational schedule or as required.
Run scheduled audit processes, database updates and maintenance programs. Maintain documentation for each process or batch.
Maintain Pearl Companies asset management process.
Maintain Pearl Companies backup tape management process.
Maintain and update technical knowledge, skills, and certifications through on-the-job training, reading, seminars, classes, web research, and other educational resources.