Helpdesk Support (Fairfield)

Job Title : Helpdesk Support

Location : Green Valley, CA, 94534

Duration : 3 Months

Job Type : Temporary Assignment

Work Type : Onsite

Shift : 8.00AM-5.00PM

Payrate : $ 32.00 - 32.00 / hr.

Overview :

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients worldwide. This client is a locally based, nonprofit healthcare organization. Their health system includes two hospitals, a 100provider primary and specialty care medical group, a cancer center; and a new medical fitness center.

Summary :

• Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and / or service requests in a problemtracking database system; personally resolving calledin problems or assigning those problems to the appropriate inhouse staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and followup with users to ensure their satisfaction with the quality and timeliness of service provided.
• Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications.
• This position requires a technical aptitude, experience with a wide range of PC and networkbased information systems and excellent problemsolving skills to interpret userreported problems and assign responsibility for resolving those problems to the most appropriate technical support resources.
• Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions.
• The Help Desk Support I incumbent will provide and promote superior customer service at all times.
• Job Responsibilities :
• Answers all Helpdesk calls and logs the call completely into an Incident Management application.
• Ninety (90) percent of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
• Ensures customer contact information is current in Incident Management application.
• Provides answers to simple frequently asked questions.
• Updates and maintains knowledgebase as needed.
• Analyzes and resolves call remotely if possible.
• Triages the call, gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
• Manages the problem / request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
• Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
• Monitors Helpdesk email hourly as defined in departmental policies and procedures.
• Monitors Helpdesk voicemail hourly as defined in departmental policies and procedures.
• Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
• Manages enduser desktop remotely.
• Maintains asset management database according to department policy for all I.T. maintained hardware.
• Assists with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware.
• Performs occasional field work in enduser community for common maintenance such as replacing phone cords, clearing printer errors, disconnecting / reconnecting equipment, etc.
• Performs other duties as required.

Required Skills & Experience :

Required Education :

TekWissen Group is an equal opportunity employer supporting workforce diversity.