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Incorporated in 1998, SSI is Talent Defined. We focus on innovative recruiting techniques and relationship building to support our customers throughout the U.S. and Canada by providing contract, contract-to-hire, and direct hire services for IT, Engineering, and Professional roles. The letters “SSI” are representative of our values. We are a professional, progressive, passionate, and expressive company and our goal is to assist both our clients and consultants as a trusted advisor.

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Job Description

SSi is looking for candidates for their client, Southern First Bank in Greenville, SC.   Below is the job description for the helpdesk position.

Position: Technology Support Associate Helpdesk

You will be responsible for answering, troubleshooting, and documenting support calls and emails. Under direct supervision, provides technical support for the installation, repair and maintenance of personal computers, workstations, associated software and related hardware used by individual employees. Assignments involve entry level to moderately complex issues, questions, and problems that can be resolved by applying established techniques and procedures.

Additional requirements include:

  • Assisting staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.
  • Supporting, monitoring, testing, and troubleshooting computer hardware and software problems
  • Working with IT vendor support contacts to resolve technical problems with desktop computing equipment and software
  • Contributing to technical support documentation of resolutions, processes, and procedures
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff via telephone and email
  • Troubleshooting of IT related problems from in-house software to hardware, such as Iphones, Laptops, PCs and Printers, and tablets
  • Troubleshoot basic network issues
  • Escalate unresolved calls
  • Log all calls in the helpdesk ticketing system
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Publishing support documentation
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • Work with imaging software to create templates and update as necessary