Experience Inc. Jobs

This is a job for a Tier 2 Helpdesk with a company located in the Lewiston, ID area.

Responsibilities: Fulfill first-responder customer help desk functionality by receiving, interpreting and responding to trouble incidents though multiple mediums; records and logs all pertinent data concerning trouble calls through ticketing system. Properly escalate unresolved issues to the next level of support and/or tracks, routes and redirects problems to correct resources. Ensure proper recording, documentation and incident closure- including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Administer support and troubleshoot various issues hardware and software issues, including on-the-spot problem solving for end users. Perform remote fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Perform post-resolution follow ups to help requests as needed. Provide end-user "how to" assistance. Other duties as assigned.

Qualifications: 2+ Years of direct experience in an enterprise sized technical support environment. Strong interpersonal and communication skills are required. Perform on-site and remote troubleshooting through diagnostic techniques. Experience with Active Directory Domain Services to configure users and computer. Preferred experience with Group Policy experience to configure devices (configuring devices in Active Directory). Prior experience installing, configuring, troubleshooting, and repairing Windows-based computers, including expert knowledge of Windows 7, 10, within enterprise environments. Familiar with TCP/IP networking concepts, Internet, and email systems, end user desktop support and web servers. Ability to follow technical process and procedures. Strong documentation skills.

Equal Opportunity Employer -- minorities/females/veteran/other individuals with disabilities/sexual orientation/gender identity.