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Help Desk

Company Name:
Mountain LTD
VMS Mountain LTD is seeking a Helpdesk/Support Person in Southlake, Texas
Provide support to all Information Technology ('IT') support groups including Network Service Center, Telecommunications, Operations, PC/LAN/WAN, Desktop issues, Information Security and Application Support Teams
Requires troubleshooting problem areas (in person, by telephone, or using our standard remote connection utility) in a timely and accurate fashion, and providing the end user assistance where required
Researches, resolves, documents and responds to inquiries on supported IT hardware and software based on all available information
Responsible for acquiring, maintaining, expanding and disseminating knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users
Responsible for accurate documentation of customer interaction and the proper engaging of second-level support teams as necessary
Recommend, schedule, and coordinate hardware, software and peripheral equipment improvements, upgrades, and repairs
Maintain an online database of problem information for customer interaction and follow-up

Requirements
College degree or equivalent work experience
Two years' experience in a customer support position, preferably in an IT environment
3 plus years NOC/technical helpdesk experience
Strong PC and troubleshooting skills and a working knowledge of MS/DOS, MS/Windows
Required Skills
TCP/IP
TELNET
HSRP
OSPF
RIP
SNA
SNMP
Token Ring
General Function
Customer Care
Help Desk Support, Monitoring/Surveillance
Network Operations
Written and verbal communication and leadership skills
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