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Help Desk Technician id-18619

Job Description

Norlem Technology Consulting has evolved into a world class service provider in Cyber Security. We provide consulting services to our customers to sell, design, implement and support their cyber security needs utilizing Palo Alto Networks solutions. We also provide IT support for our legacy managed service customers.

Norlem employees enjoy an exciting, fast paced, and challenging work environment with amazing opportunities for growth into Cyber Security roles. We are currently looking for a qualified individual to fill the role of Help Desk Tier 1/On-Site Technician. We offer excellent benefits including medical and dental benefits, vacation, and retirement.

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Duties and Responsibilities:

  • Receives telephone calls from users having problems using computer software and hardware (including peripherals) or inquiring how to use specific software, hardware, or operating systems.
  • Provides hardware, software, and OS troubleshooting, repair and installation for customers.
  • On-site work at Clients sites to troubleshoot existing equipment as well as delivery of new equipment.
  • Uses ticketing system to document hardware configurations, support issues, and resolutions for team-members’ reference.
  • Keeps all parties updated on issue status. Participates in aspects of the job that enhance efficiency of Help Desk and customer satisfaction.
  • Understanding of operating systems and software, with excellent troubleshooting skills gained through experience and/or training.
  • Must be outgoing and able to interact with other team members, customers, and management, over the phone or at customer sites.
  • Maintains a professional appearance, behavior, and conduct.
  • Maintain a Valid Driver’s License and Current Insurance
  • Have Reliable Transportation.
  • 1 years of experience

Required Knowledge, Skills, and Abilities:

  • Strong organizational, time management and problem solving skills required.
  • Knowledge of Windows Operating Systems, Server Operating Systems, File and Print Sharing, and Active Directory for new user account creations, password resets.
  • Knowledge of Microsoft Office products including Outlook, Excel, and Word
  • Strong “independent” research skills.
  • Knowledge of Microsoft Office 365, Active Directory, Group Policy, DNS, and DHCP.
  • Knowledge of Android, iOS, and Windows Phone.
  • Technical Certifications (Cisco, Microsoft, Ruckus, Palo Alto, Aruba, VMware) are preferred but not required.
  • Various Network protocol understanding
  • Basic understanding of Network architecture and ability to run/patch network Cabling.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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