20065 – Service Desk Rep. I (bilingual: Korean/English)

20065 – Service Desk Rep I (Bilingual Korean/English)

West Point, GA

CBU:   KaGA

Job Summary

Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases.

Essential Duties

Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner

Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals

Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned

Open/Close and update incident history via ticketing system, or other Helpdesk applications, as assigned                                                                                           

Backup/Restore user profiles and data, in-compliance with assigned procedures                                                                                             

Document, maintain, upgrade or replace hardware and software

Adhere to naming standards and labeling of all assets                                                                                                                                       

Adhere to Customer Support standards and procedures to ensure priorities and goals are met

Performs other duties as assigned  

Required Skills, Attributes & Education:

High School diploma or equivalent experience

0-2 years of experience in the IT field.

Bilingual:  Korean/English.

Basic understanding of networking.                                              

Troubleshooting skills.                     

Microsoft Office suite, Windows, Microsoft Exchange Server; and PCs.                 

Antivirus software.                                         

Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.

Ability to plan, organize, coordinate work assignments.

Ability to complete projects on time.

Ability to work well independently and in a team environment.                                          

Ability to interact positively with internal and external customers.      

Skill in the utilization of correct grammar, spelling, punctuation, and required formats.

Ability to multi-task.

Salary:  Pay Rate of $18.93 to $27.00/hr. (eligible for premium pay for OT worked)

Benefits:  Affordable Cigna PPO (Medical/Dental); Vision plan; 401k match (day 91) and good work-life balance.

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