Helpdesk Technician

Job Description100% hands on supportExperience in troubleshooting Dell and IBM desktops/laptops and printers. 
Familiar with remote takeover of desktop using dameware.
Familiarity with Remedy problem mgmt system a plus. Vendor personnel to perform client personal computer builds and configurations plus  customer assistance with problem source identification and problem resolution at the customers desktop. Includes consultation with the customer on the utilization of support groups such as Lan Admin, Networking, etc.Provide deskside support to IBM clients for PC hardware and software. Platform may be either OS/2, WIN 95, WIN 98, WIN 00,WIN NT, or other. Direct ownership of problem resolution. Analyze and resolve most customer problems at first contact . Follow up calls to customer to assure incident closure. Update and close call records for work being performed.Utilize standard IBM Global Services processes and escalation procedures as documented.Demonstrated knowledge in defining and implementing processes and projects. Demonstrated leadership abilities.Responsible for training lesser experienced personnel in areas of expertise.Perform special assignments, with limited assistance.Works without assistance or direction.Ability to teach technical information. Can train and assist others . Excellent command of customer service techniques. Strong oral and written communications skills. Demonstrate tact and sensitivity when working with clients projecting a positive image of IBM. Excellent interpersonal skills. Perform root cause analysis and implement preventive procedures. Can identify and implement opportunities for process improvements. May need to communicate and work with other IBM vendors and suppliers. Must be able to work in a team environment .Responsive to work schedules and project schedules. Advanced knowledge of PC hardware and operating systems software, including laptops and desktop models; local area, token ring and Microsoft networking; TCP/IP; Netbios; office applications; E-mail tools; Web Browser tools and Web technology; multivendor environments; Lotus Notes and SmartSuite.