R.J. Corman Railroad Group
  • 31-Jul-2017 to 25-Aug-2017 (EST)
  • Group
  • Nicholasville, KY, USA
  • Salary
  • Full Time

RJ Corman Railroad Group is seeking a qualified candidate for a Tier 2 Help Desk position in Nicholasville, Ky.  

Qualified candidates must have:

  • 3+ years of Helpdesk experience (specifically Tier 2 resolution experience in working at a service desk taking escalated issues)
  • Strong knowledge of working with Active Directory, Office365, Cisco (Routers, Switches and Telephony), and Sharepoint.
  • Dynamics AX and CRM experience a plus.

JOB DESCRIPTION:

  • Receive incident and request management tickets from the TIER 1 desk or directly from the user. Diagnose problems, and recommend and/or implement solutions.
  • Create incident tickets as required
  • Triage Level II and some Level III trouble tickets; escalate to Level III as required.
  • Provides phone and email support to users in the areas of e-mail, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors.
  • Provide desktop support for issues with PCs, Windows, and Microsoft Office. Remote into user machines as required while providing assistance and support.
  • Serves as the point of contact for medium to complex issues impacting company IT operations.
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network.
  • Collaborate with development staff to recreate problems in the test environment.
  • Provide configuration management support for company applications and automated processes.
  • Provide support for technology projects as required to include OS and application patching, network testing, application and product releases, and more.
  • Verify with the user issues have been resolved and update the ticketing systemInterface with infrastructure and development personnel.
  • Actively contribute to ongoing process improvement, problem resolution and work flow improvements.Performs other duties or special projects as assigned.Ability to work on multiple incidents and complete simultaneous projects in a timely manner.

POSITION REQUIREMENTS:

  • Associates degree in computer science or related technical field required.  Bachelor's preferred.
  • Minimum of 3 years Tier 2 experience in a service desk or help desk environment.
  • Microsoft and Cisco certifications a plus.
  • Positive Customer service oriented in potentially high stress scenarios.
  • Significant knowledge of Active Directory
  • Must be available to cover On-call rotation two weeks every other month.
  • Experience working in a NOC and proactively monitoring software and hardware systems is a plus

**Please go to https://wfa.kronostm.com/index.jsp?locale=en_US&APPLICATIONNAME=RJCormanKTMDReqExt to complete the online application.**

R.J. Corman Railroad Group
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