Help Desk Technician

MasTec ? Utility Services Group activities include the installation, maintenance and upgrade of communication and utility infrastructure, including, but not limited to: communications, electrical and natural gas distribution infrastructure.
At MasTec you'll be joining a family where we are dedicated to supporting each other and building an atmosphere of teamwork. As part of our team, your opportunities are limitless.
In addition to the valuable skills gained through training and on-the-job experience, MasTec offers competitive pay, including medical, vision and dental coverage, 401K and employee stock discounts.
We are currently seeking a Help Desk Technician to join our dynamic Team supporting a major telecommunications infrastructure project.
Job Summary
Under supervision, the Help Desk Technician provides hardware, software, and network problem resolution to all users. Clearly communicate technical solutions in a user friendly/non-technical manner. Provide training to less experienced staff. Assist Tech 1 and System Administrator, as needed. Function as the contact for all Level Two IT related issues, and escalating issues as needed; owning the problem through resolution. The Help Desk Technical 2 fields all escalated Help Desk calls, tickets, and requests from users, and maintains the records of these requests. Resolves all Level Two issues, and escalates Level 3 requests as needed. Contact and coordinate support from third party vendors, as needed.
Monitor, support, and troubleshoot the IT infrastructure for operating issues involving failures, degradation and event correlation using various software and hardware monitoring tools.
Work with internal and external clients via phone and email to resolve problems
Perform advanced troubleshooting and problem resolution for all types of IT infrastructure as assigned ? hardware, software, telecommunications, business application, customer connectivity, LAN, WAN, and others
Triage the most complex problems, taking corrective action to ensure availability and minimize downtime
Function as a technical resource answering questions from less experienced staff, and training less experienced staff.
Escalate extreme problems to senior IT staff, or third party vendors, as needed
Follow detailed technical documentation and standard operating procedures to perform various responsibilities
Assist in defining and developing detailed technical documentation and Standard Operating Procedures to perform various responsibilities, enabling junior technicians and others to perform their duties as well.
Identify opportunity for process improvements targeting improved customer service and organizational efficiency
Function as a team member on assigned projects
Other duties as required.
2 year technical degree, A , Network , MCDST or similar certification, or 2-4 years work experience in Help Desk-type role with increasing responsibility
Experience with multiple software technologies: ex: Windows XP/Vista/7, MS Office, MS Windows Server 2003/2008/R2, Virtual XP/Virtual Box.
Excellent knowledge and experience with Active Directory.
Working knowledge of Group Policy, Distributed File Services, Exchange Server 2003/2007/2010
Experience with Dell hardware: laptops, desktops and servers.
Experience troubleshooting network / telecommunications problems
Experience with various types of Switches and SonicWall devices is desired
Excellent verbal, written, phone, and interpersonal skills
Proven strong analytic / problem solving skills
Ability to work in a fast paced high volume work environment
Dependable, flexibility to work weekends and holidays, as needed
Ability to be on-call, as needed.
Work independently under minimal supervision
Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities (lifting heavy equipment up to 50lbs unassisted, bending, standing, climbing, or walking)
Must possess valid (Class C) Drivers license, with good driving record.
Must be able to pass necessary background checks.
Position supports multi state business units.
Don't miss this great opportunity!
All applicants must pass a background check and pre-employment drug screen. Benefits available include Medical, Dental, Vision, Disability and Life insurance, a 401k plan and Employee Stock Purchase plan.
MasTec is a publically traded company MTZ (NYSE).
MasTec, Inc. is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, religion, national origin, age, disability, genetic information, military status or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. It is also MasTec's policy to comply with all applicable state, federal and local laws respecting consideration of unemployment status in making hiring decisions.

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