Provide superior customer service as related to help desk and equipment repair departments.
Research problems isolate and resolve less complex calls immediately; refers more complex problems as necessary.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Receive help desk calls, creates trouble tickets, responds to and diagnose problems through discussions with users.
Document procedures as required, tracks and monitors all calls to ensure timely resolution.
Conducts follow-up calls to customers when necessary.
Perform installations and changes to user's workstations and assign requests to another technical staff member as needed.
Maintain a moderate level of proficiency in software and applications supported by IT.
Assist in miscellaneous tasks as needed.
Assist in software and hardware upgrades and new installations.
Install personal computers, software, and peripheral equipment.
Requirements
Minimum 2 years experience in help desk support and familiarity with help desk ticketing software (esp., ServiceNow).
Experience with Win OS, MS 365, Office 365, Email, and Active Directory (e.g., password resets, new user accounts) Support.
Exceptional customer service skills, interpersonal skills, proactive approach to communication and collaboration within the team, attention to detail, time management, and ability to function independently as needed.
Candidate must be able to effectively communicate in English (written & verbal).
Candidates must have permanent authorization to work in the USA for any employer.
Corp to Corp candidates will not be considered.
Additional Instructions
Provide superior customer service as related to help desk and equipment repair departments.
Research problems isolate and resolve less complex calls immediately; refers more complex problems as necessary.
Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to supervisor or technical staff.
Receive help desk calls, creates trouble tickets, responds to and diagnose problems through discussions with users.
Document procedures as required, tracks and monitors all calls to ensure timely resolution.
Conducts follow-up calls to customers when necessary.
Perform installations and changes to user's workstations and assign requests to another technical staff member as needed.
Maintain a moderate level of proficiency in software and applications supported by IT.
Assist in miscellaneous tasks as needed.
Assist in software and hardware upgrades and new installations.
Install personal computers, software, and peripheral equipment.
Perks and Benefits
The base range for this contract position is $20.00 - $25.00 per hour, depending on experience.
Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
