OT-MCDST Job requirements

Discussion in 'MCDST' started by Richard, Feb 18, 2007.

  1. Richard

    Richard Guest

    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.


    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
    - Simulate or recreate end-user issues to resolve operating
    - 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
    - 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
    Richard, Feb 18, 2007
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  2. 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 Shannon, Feb 19, 2007
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  3. Richard

    Jo Guest


    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.
    Jo, Feb 22, 2007
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