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Dell



Help Desk Tier I

United States, US - Computer Hardware, Computer Software, Information Technology and Services

Job Description



Dell Inc.'s wholly owned subsidiary Dell Services Federal Government seeks a qualified Help Desk Tier I Specialist to support a project in RTP, NC. The Help Desk Tier I will provide the initial response and support to the client's user requests on desktop hardware and general software applications. Logs all user queries into BMC's ITSM (Remedy) software and gathers user information. Determines user issue by analyzing symptoms and provides a solution or escalate to Tier II support. Tracks all open ticket items to ensure timely response.



Skills: Must be able to troubleshoot common desktop equipment problems and provide the solution to the incident or escalate to Tier II.



Education/Certification: Completed coursework towards AA or BA degree required. May be company intern or in training as a programmer. Applicable coursework preferred. COMP TIA A+ or Microsoft Certified Desktop Support Technician required within six months of start date.



Experience: Experienced as a technician supporting end user in a service center/help desk setting. BMC's ITSM (Remedy) software experience desired.



Required Skills



Completed coursework towards AA or BA degree required, Applicable coursework preferred. COMP TIA A+ or Microsoft Certified Desktop Support Technician required within 90 days of start date.



3+ years of relevant experience without a degree or a Degree and 6 months of experience.



Must be able to troubleshoot common desktop equipment problems and provide the solution to the incident or escalate to Tier II.



Desired Skills



Experience: Experienced as a technician supporting end user in a service center or in a desk side support setting. BMC's ITSM (Remedy) software experience desired.



Education



Experience



Typically requires 3 years relevant experience without a Degree or Undergraduate Degree and at least 1/2 year relevant experience



Requirements



Hazards



No salary provided



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