Help Desk, IT (HQ, HQ) @ CED

<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Occupation Description</H2> </div><div><p><span style="font-size:11.0pt"><span><span style="font-family:'Calibri', sans-serif">The IT Help Desk Executive serves as the first point of contact for users seeking technical assistance over the phone or email.</span></span></span></p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Job Scope</H2> </div><div><ul style="margin-bottom:11.0px"> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Perform remote troubleshooting through diagnostic techniques and pertinent questions</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Determine the best solution based on the issue and details provided by Users</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Walk the Users through the problem-solving process</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Direct unresolved issues to the next level of support personnel</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Record events and problems and their resolution in logs</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Follow-up and update Users status and information</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Install and configure computer hardware, software, systems, networks, printers and scanners</span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Monitor TV System </span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Monitor NVR System </span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Follow the ticketing system to resolve the requests with SLA </span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">Remote support for All Branches </span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:'Calibri', sans-serif">Perform any additional tasks as requested according to the company’s policies and procedures.</span></span></span></li> </ul> <p> </p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Education and Training</H2> </div><div><ul style="margin-bottom:10.0px"> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Bachelor’s degree in computer science, information technology, or a similar field.</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Advanced knowledge of help desk software and remote-access systems.</span></span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Experience with Microsoft Windows Server, Active Directory</span></span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and VPN</span></span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Familiarity with virtualization technologies, such as VMware or Hyper-V</span></span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:'Calibri', sans-serif"><span style="color:black">Certification in relevant technologies, such as MCSE or CCNA, is a must</span></span></span></span></li> </ul> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Most Common Work Experience Requested</H2> </div><div><ul style="margin-bottom:10.0px;margin-top:10.0px"> <li><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif">1-3 years of related experience; previous experience in real estate is preferred. </span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Knowledge of computer software systems, including databases, office applications, and operating systems</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Excellent analytical and diagnostic skills</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">High-level communication skills.</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Ability to troubleshoot complex hardware and software issues.</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Patience and understanding.</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Strong analytical and problem-solving skills</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Excellent communication and interpersonal skills</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span><span style="font-family:Calibri, sans-serif"><span style="color:black">Ability to work independently and as part of a team</span></span></span></span></li> <li style="text-align:justify"><span style="font-size:11.0pt"><span style="font-family:'Calibri', sans-serif"><span style="color:black">Ability to relocate between branches</span></span></span></li> </ul> <p> </p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Strategy &amp; Business Planning</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Budget &amp; Plans</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Policies , systems processes &amp; procedures</H2> </div><div><p> </p> <p> </p> </div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">HSE &amp; Risk Management</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Change Management</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Continuous Improvements</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">People management</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Working Conditions</H2> </div><div></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px">Competencies</H2> </div><div></div></div></div>