Position's Title

Service Desk Technician

Number of Openings

1

Description

• Using remote control tools solve 75% of incident calls on the first interaction with the customer
• Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem
• Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures
• Provide management with information on problems that are severe in nature or that are exceeding target dates
• Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client application
• Maintain a working knowledge of Service Desk and IT Operations procedures related to client services
• Provide assistance in the areas of site support, and project specific assignments. Provide training as needed to more junior staff and end-users
• Provide support for business application
• Perform other duties as required
• Working knowledge of Microsoft server, workstation and networking technologies
• Working knowledge of industry standards with regards to system and network administration
• Possess excellent verbal and written communication skills
• Ability to solve PC related problems utilizing remote control tools
• Strong analytical and trouble shooting skills

Required Skills

• School diploma / certificate and 4 years IT experience; or equivalent combination of education, training and experience

PHYSICAL REQUIREMENTS

• Extensive use of telephone and face-to-face communication requiring accurate perception of speech
• Extensive use of keyboard requiring repetitive motion of fingers
• Regular sitting for extended periods of time
• Ability to bend, stoop, crawl and lift up to 60 pounds
• Occasional travel may be required

Salary/Hourly Rate

DOE                                                     

Organization

A Quintiles Company  

Address

243 Charles Street, Boston, MA 02114   

Contact Person

Bethany Strothmann

Phone

919-998-2955     

Additional Information

Deadline to apply: 7/5/2012                       

Please indicate in your cover letter that you saw this posting on RCC website and explain why you think you would be good for this position.