dude, UPDATE your resume

Jason,

Nice talking to you again. Below is the job description for the position with X Products. Please review, UPDATE your resume, and send back to me. Please include your experience with VPN, Outlook, and executive support. Also, please see attached forms that you need to complete, sign, and fax back to me. My fax # is 555-555-9800.

Regards,

Samira

Associate's degree or equivalent from 2 year college or technical school; or two years related experience and/or training; or equivalent combination of education and experience

· 1-2 years Help Desk phone support or related support experience
· 1-2 years experience in the support of networks and related systems

Skills

· Exceptional customer support and interpersonal skills
· Strong troubleshooting and problem-solving skills
· Ability to work under stress and respond and resolve a broad range of customer requests
· Ability to work and contribute to a team environment to accomplish overall team objectives
· Excellent verbal and written communication skills
· Superior telephone etiquette
· Ability to be organized, share knowledge and work independently

Job Duties
· Responsible for First Level phone support - approximately 90% of time; Provide technical support services via e-mail, phone and in person

· Respond to phone and e-mail inquiries that are placed to the Support Center; and directly interact with end user customers to resolve local and network related issues

· Work with other IT groups to rollout hardware and software upgrade; implement new equipment and services; assist with new product testing and special projects

· Troubleshoot and diagnose hardware, software and connectivity issues for end users
· Report all hardware, software, network, copier and telephone problems
· Analyze and resolve moderately complex PC hardware, software, system access, network and other technical issues
· End user operation/procedure training and/or documentation
· Follow up with end users to ensure problems are resolved successfully and satisfactorily
· Gather relevant information, provide initial problem identification and propose solutions
· Track status of all ongoing issues and escalate to management as appropriate
·