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IT Help Desk - Level 1

Location:San Diego, CA
Salary Range:$15.00 - $18.00
Exempt/Non-Exempt:Non-Exempt
Employment Type:Part Time
Description:The Xerox IT Help Desk Level 1 position at MRC is a Part-Time position with and hourly schedule of 25+ hours per week in the evenings and weekends.
Shift Schedules:
Monday - Friday
7PM - 1AM or 1AM - 6AM
Saturday - Sunday
8AM - 4PM or 4PM - 11PM

Answers, evaluates, and prioritizes incoming telephone, voicemail and email requests for assistance
Remote ticket types:
o Active Directory password reset in Data Recover Agent (DRA)
o Basic troubleshooting of PCs - for providing Level 2 with as much info as possible before escalation
o Active Directory account unlock in DRA
o Host entries Log into PC and enter correct host entries(resolve connection issues)
o Blackberry setup and basic troubleshooting
o SharePoint login issues EP1/BIP account unlock and password reset
o WebEx login issues reset password/unlock account, install/configure productivity tools
o Outlook startup and shutdown issues check ost and pst files(rebuild or move if necessary)
o Active Desktop Recovery reset registry setting and refresh screen
o Document not opening files Check java add-on, delete ucf
Software installs Visio, Project, SnagIt, etc.(some software like ProE has to be done in-house)
Desk phone issues reset voicemail PIN, correct names on account, configure voicemails to deliver to email, reset message indicator
Printer installs map network/local printer to PC
Guest wireless create guest accounts when needed
VPN issues check internet access and account standing
Basic Internet Explorer troubleshooting for website access
Assist with connecting to WiFi/Mobile broadband (home, office or
traveling)
Basic troubleshooting for iPads/iPhones expired provisioning profiles, iOps UN/PW, email configuration, setup
Map network drives to PC (Q, Z, M)
HDD out of space free up space or suggest larger HDD if no space avail
Map mailboxes to Outlook
Cant access SAP Portal make sure using Active Directory credentials and account not locked
Active Directory distribution list creation and editing
Schedule video conference through Tandberg scheduler
Reset Great Plains password and escalate to GP admins when needed
Basic Qualifications:
High School Diploma or equivalent
Associate/Technical degree or industry certifications preferred
Strong initiative with ability to seek out relevant information prior to making timely decisions

Desired Qualifications:
One year experience working in an IT Help Desk Setting
Computer skills needed include working knowledge of the following:
o TCP/IP
o SMTP & POP
o Active Directory
o Command line tools
o Microsoft Office and Adobe software applications
Experience with both Windows and Mac based operating system is a definite plus.
Strong communication skills.
Strong relationship management skills with customer and personnel within the organization required.
Strong organizational skills and ability to troubleshoot digital copiers required.


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