Job Description
Job Description
Job Type : Contract
Rate : 20 on W2
What are the top 3 skills required for this role?
- 1+ year of IT Help Desk / CallCenter experience
- Intermediate to advanced proficiency with Microsoft Office products such as Word, Excel, Outlook and PowerPoint
- Excellent customer service skills along with communication skills, written and verbal
Job Description / Responsibilities
All Help Desk technicians require excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.
In addition, the Help Desk technician should have a strong understanding of technology, including the various hardware, software and networking systems being supported.
Under minimal supervision, the IS Help Desk serves as the first point of contact for production services / support and is also an information resource for all IS services.
The Helpdesk may interact with corporate Helpdesk or applications development teams to restore service and / or identify and correct core problems.
If the Helpdesk is unable to resolve an issue they will assign a ticket to the next level support teams. The Helpdesk also serves as a backup for the Security administration team.
Meet all Service Level Agreements.
Primary Responsibilities
Provide level 1 assistance and support for incoming queries and issues related to computer systems, software and hardware.
Log all support calls into the Help Desk Database to ensure calls are tracked, responded to, and closed in a timely manner.
Evaluates and prioritizes calls; refers unresolved calls to next level support teams.
Remotely accessing hardware or software for clients to make changes and fix problems. Simulates or recreates user problems to resolve operating difficulties.
Completes ServiceNow Service Requests and Secure requests accurately within specified Service Level Agreements.
Process client transfers and terminations to enable / disable access as required by departmental policy to ensure regulatory compliance
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
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