OT-MCDST Job requirements

This is an ad I found on columbus craigslist > software/QA/DBA/etc jobs

More is required than just passing a test, that's for sure.

Richard



UNICON International, Inc. is a top consulting firm in Columbus, Ohio
and is dedicated to achieving total client and employee satisfaction. Our
clients range from Fortune 500 companies to small and medium sized
businesses. We work with companies to help them define and meet their IT
needs by providing high quality and competitively priced products and
services. If you are interested in working for an organization where
honesty, integrity and quality are among the core principles then apply
today at UNICON!

We are currently accepting resumes for Tier 1 Help Desk Support
positions in Columbus, Ohio.

The selected candidate will perform the following duties:
- Provide Tier 1 Help Desk Support to end-users for PC, server, or
mainframe application or hardware
- Responsible for documenting user problems, providing assistance
where possible, and referring outstanding problems to the infrastructure
support team, the application development team, or other resources required
to resolve the user's problem
- Responsible for monitoring the resolution of problems and escalating
problems that are not being addressed in a timely manner, as set out in the
problem resolution processes
- Respond to inquiries from end-users and diagnose and troubleshoot
issues, utilizing Issue Management and/or Tracking system - log tickets
(e.g., REMEDY)
- Problem recognition, research, isolation, and resolution steps
- Maintain and update records and tracking databases
- Provide contact to end-user following resolution to verify quality
assurance
- Simulate or recreate end-user issues to resolve operating
difficulties
- Recommend systems modifications to reduce user problems
- Work hours from 8:00 a.m. to 5:00 p.m., Monday through Friday, at
times work hours may fluctuate from normal work schedule
- Possible travel throughout Ohio for general support purposes

Required Skills and Experience:
- 2 years experience in operating a personal computer and software
programs (e.g., Microsoft Windows [95, 98, ME, NT, 2000, XP, and 2003],
Microsoft Excel, PowerPoint
- Associates Degree or undergraduate core coursework or two (2) years
experience in information systems analysis and design, computer programming,
computer networking or microcomputer applications
- 2 years experience in help desk training, in customer service
techniques, and/or operations for automated systems support
- 1 year experience using an Automated Call Delivery (ACD) System
- Ability to handle routine and/or sensitive contacts with
governmental and/or business officials
- Ability to communicate effectively with internal and/or external
customers
- Competence in analyzing customer reports to determine scope of issue
- Competence in using Problem Management system (e.g., REMEDY, HEAT,
Track-IT, Service Desk)
- Understand the functional design of a WAN and can determine a system
defect versus a system enhancement

UNICON offers competitive compensation packages including medical,
dental and vision insurance, paid time off and holidays, tuition
reimbursement, matching 401k, and more!

UNICON International, Inc. is an Equal Opportunity Employer

 

If you haven't been able to figure it out by now, this is not uncommon.

Knowing a good bit more than just troubleshooting Windows and Office is
usually going to be absolutely necessary just to get in the door with most
places looking for HD support. I lucked out; a friend of mine filled me in
on an opening where he was working and got me in there...it was a great
experience to start out there; got my feet wet in a professional environment
supporting a fairly large number of users, gained experience that way, etc.
After I got my MCP and posted my resume online reflecting that, I started
getting calls from other places. The company I'm with now was pleased with
my experience and wanted me to start the day after I interviewed.

Knowing the tools of the trade is a big help to get in with these
places...knowing some ticketing system is a huge plus, as every place is
going to utilize that for their call tracking. Having a good foundation of
how a computer works is a big help too...not every issue is software related.
And of course, networking knowledge helps too since there are few places, if
any, that DON'T have a network within their organization!

The biggest hurdle you may encounter when getting a job somewhere is
becoming familiar with their specific set up...if there are specialized
programs that only that company uses; how the place's infrastructure might be
laid out, etc.

Don't be afraid to take a hit pay-wise if it's your first IT job either. If
you don't have any previous experience in the field, I wouldn't be counting
on making that $20 an hour right off the bat.

This wasn't necessarily aimed at you, but just in general for anyone looking
to break in to the field.

 

Frank:

You're quite right about getting your feet wet and don't expect the $20 an
hour on the first IT job. I worked as a help desk assistant for 17 years at
a law firm, got laid off and ended up at a bank making a lot less the first
year. I had my A+ certification and used it as most of my job was hardware
related. I then got laid off, ended up at a bank where I had to take a pay
cut, but am learning so much more across the board and am only 15 minutes
from home.

Yes, the most difficult aspect of a new environment is learning their setup
and applications. Now that I have been here for over a year and a half, my
place of employment is paying for my MCDST certification and I got a 5% raise
as I showed my boss I could handle the job. I would not be where I am if I
did not have the original foundation as a pc tech - a $28,000 a year job. My
A+ Certification got me the job here at the bank.

Never underestimate the value of hard work and education. Get your feet
wet, learn and move on when you are ready to tackle more.