General Purpose

The position requires receiving trouble calls and logging accurate and concise trouble tickets. Responsible for updating tickets daily, managing trouble tickets efficiently and providing appropriate follow-up with clients and DBA Team.

Main Job Tasks and Responsibilities

• respond to requests for technical assistance via phone and electronically
• diagnose and resolve technical software issues
• research questions using available information resources
• advise client/DBA on appropriate action
• follow standard help desk procedures
• log all help desk interactions in ticket system
• redirect problems to appropriate resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests; document resolutions
• prepare activity reports
• stay current with system information, changes and updates

Additional Duties:

• Apply Microsoft Windows updates
• Download the Microsoft Baseline Security Analyzer
• Perform Microsoft Audits
• Education and Experience
• 2 yr Associate Degree in Computer Science or related field.
• Ntirety will provide training
• Understanding of UNIX, LINUX, Windows, Oracle, SQL Server, MySQL a plus

Key Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving
• adaptability
• planning and organizing
• attention to detail

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