IT Service Desk Specialist I

Hansell Tierney is looking for a contract IT Service Desk Specialist to provide accurate, friendly, and efficient customer service over the phone to our client’s employees for their IT-related questions and issues.

Location : Remote

Duration : 8 months

Benefits : Three insurance levels, 401K + match, sick leave, and working with a great company

Primary Responsibilities

• Efficiently intake and resolve 60% of assigned tickets and service requests using defined, repeatable processes
• Listen and empathize with a wide-ranging customer base and provide helpful solutions and / or educate users with IT related issues.
• Politely and efficiently probe to obtain understanding of the incoming callers issue or question
• Correspond (written, verbal, electronic) with customers in a professional and friendly manner
• Document customer interactions in a systematic, detailed, and accurate manner.
• Handle sensitive and confidential information in accordance with department standards and protocols
• Collaborate actively and regularly within the Infrastructure Services team and across the broader IT organization in order to provide the best possible service to end users

Qualifications :

• Minimum of zero (0) to two (2) years of progressive, relevant information technology experience
• Proficient in using IT Service Management / Service Desk ticketing tools and can effectively create / search / modify IT Incidents and Service Request tickets in the ITSM systems.
• Ability to analyze and troubleshoot issues using Knowledgebase articles.
• Ability to educate end users and perform basic troubleshooting for Outlook, Internet Explorer, and Skype
• Typing proficiency of 40wpm or greater
• Working knowledge of Microsoft Office, Outlook, Word and Excel
• Has fundamental knowledge of specific technologies and processes
• Solid oral and written communication skills
• Solid collaboration skills in working together with all members of the team
• Acts on, and displays commitment to, self-development
• Developing sound judgment in performing tasks and proactively contributes ideas to help improve existing processes
• Developing proficiency in understanding project management methodologies and practices, process and data analysis, and ITSM activities

Estimated compensation for WA State residents is $25.00 - $30.00 / hr.

This Organization Participates in E-Verify* This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.

S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

About Hansell Tierney :

Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way.

Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises.

Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients’ unique needs.