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Service Desk Agent/IT support technician/Desktop Support Technician
2 months ago
Title : Service Desk Agent/IT support technician/Desktop Support Technician (Local to Las Vegas, NV)
Location : Las Vegas, NV (Local and No C2C candidates will be considered)
Contract duration : 6 months with possible extension
Hybrid role
*** Please note that the shift and schedule would be as below:
Wednesday - Friday: 1:00PM PST - 10:00PM PST
Saturday - Sunday: 8:00AM PST - 5:00PM PST
Service Desk Position
Under the direction of the IT Support Supervisor/Manager, the IT Support Specialist will work on the Service Desk and will be the first point of contact for internal customers. The IT Support Specialist is responsible for first- and second-level advisor and internal support and for setting up, testing, upgrading, troubleshooting, and deploying a variety of applications. He or she prepares daily problem reports; enters tickets and updates Service Desk tracking management software; and assists internal and external customers through effective support, communication, software utilization and technology.
Job Description:
- Providing technical support to advisors for various applications and functions.
- Interacting with all appropriate departments within IT to restore service and/or identify problems.
- Documenting and maintaining IT Service Desk-related processes and procedures.
- Maintaining appropriate service level agreement (SLA) on tickets in Service Now, our service request systems.
- Accurately classifying and documenting requests and incidents.
- Fielding incoming requests from end users via telephone ,email, and Chat in a courteous manner.
- Monitor and address tickets coming through self-service portal.
- Establishing and maintaining excellent rapport with external customers.
- Identifying and learning appropriate software and hardware used by the organization.
- Providing end-to-end user support by following up with the end user to confirm request closure.
- Occasionally drive to the Data Center to provide remote hands assistance.
Position Requirements:
- College diploma or university degree in the field of computer science and five years of equivalent working knowledge.
- Minimum one to three years experience in PC software and hardware support in a corporate environment.
- Familiar with ITIL framework.
- Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 10 and Windows 11.
- Beginning to intermediate knowledge for installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other productivity suites.
- Familiar with the administration and support of clearing house platforms.
- Familiar with Active Directory administration, including the creation of domain and exchange accounts.
- Excellent troubleshooting skills over the telephone.
- Good interpersonal skills and attention to customer service.
- Ability to work effectively in a fast-paced environment.
- Ability to communicate effectively.
- Able to provide first class customer service to both internal and external customers.
- Able to effectively prioritize incidents and service requests.
- Able to work flexible hours based on business demands - off business hours, On-Call support, and weekends as necessary .
- Enjoy working in a team environment.
- Able to work in a hybrid environment.
- Able to lift 50lbs.
- Must have valid driving license and car.
How to Catch our Eye:
- Experience in ServiceNow
- Experience in Data Center environment.
- Experience with network cabling.
- Experience with basic Windows and Linux servers.
- Able to differentiate network devices and servers.