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[Helpdesk Technician] Helpdesk Technician

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E2 Consulting Engineers, Inc. (E2) is a professional services firm established in 1988 specializing in a full spectrum of engineering services including, project engineering and design, federal base operations and infrastructure support services, gas pipeline construction and inspection services, environmental consulting and remediation, and information technology services. At E2, we value safety, innovation and collaboration, and we are dedicated to excellence.

Seeking a collaborative Helpdesk Technician to support a company-wide computing environment. Daily tasks consist of responding to queries on the phone, via email, in person, or through remote access. Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of systems, hardware, and software. Training other staff on troubleshooting and diagnosing problems. Gaining feedback from customers to improve training methods.

Responsibilities
Responding to queries on the phone, via email, in person, or through remote access.
Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of systems, hardware, and software.
Training other staff on troubleshooting and diagnosing problems. Gaining feedback from customers to improve training methods.
Writing and editing training manuals.
Troubleshoot performance issues, investigate critical system errors, capture traces, and analyze logs
Write and update technical documentation such as technical diagrams and configuration procedures
Running reports and analyzing common complaints and problems.
Manage Help Desk tickets in a timely manner
Run diagnostics to resolve customer reported issues Escalate issues to the next Tier with next level of difficulty.
Acquires and maintain a working knowledge of a wide range of applications and systems. Staff members must be continually aware of upgrades and software changes.
Ensures customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an on-line database. They then document their diagnostic steps as they troubleshoot the reported problem. Extensive research is often required to find the correct solution. Must follow-up with all customers to ensure that their needs have been met.
Works directly with customers to resolve their problems with desktop and networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved Help Desk Technician requirements.
Additional Responsibilities
Provide after hour support as required
Other duties as assigned.

Qualifications
Associates Degree or technical diploma/degree and certifications in the field of Helpdesk Support and LAN Support or the equivalent combination of education and experience.
Technology support field, Helpdesk support, and LAN support and certifications in the field of Helpdesk Support and LAN Support preferred.
2+ years of comprehensive hands-on experience in a help desk environment.
Good problem-solving, analytical, and team-working skills.
Excellent communication and interpersonal skills.
Takes ownership of problems, can work alone or with others.
Strict adherence to confidentiality with respect to data.
Ability to diagnose and resolve basic technical issues.
An openness to learning new technologies. Microsoft Certified Systems Engineer designation, preferred

E2 Consulting Engineers, Inc. offers an excellent benefits package including health, dental, vision, and life insurance, 401(k) with employer match, paid time off.

Work Environment

This job operates in a professional office environment and uses standard office equipment such as computers and phones.

 

 

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Prolonged periods sitting at a desk and working on a computer.
Verbal, auditory, and written capabilities to effectively communicate in an articulate manner.
Clarity of vision at varying distances.
Dexterity of hands and fingers to operate a variety of standard office equipment.
Candidate is expected to be on-site 5 days a week and follow the Social Distancing norms and precautionary measure that are set in place

E2 Consulting Engineers, Inc. is a Drug Free Workplace. After accepting an offer of employment, applicants may be required to undergo background checks, drug testing, and/or fit-for-duty physical examination.  Drug screens will include, but not be limited to, Amphetamines, Cocaine Metabolites, Marijuana Metabolites (THC), Opiates, and Phencyclidine (PCP). As a federal contractor, E2 cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician.

Please no solicitation of any kind from agencies, staffing, or recruiting firms.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


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