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IT Operations Technician

2 months ago

Tallahassee, United States Visium Resources, Inc. Full time

11130


Introduction

Visium Resources has been asked to identify qualified candidates for this IT Service Operations Technician position located in Tallahassee, FL. This position is a contract opportunity which is expected to be on-site for a duration of five months, with potential to convert to direct.


Summary

As an IT Service Operations Technician, you'll support employees, contingent staff, and vendor staff, with front-line IT support usually involving more customer interaction and individual issues to resolve, and second-line complex or escalated issues. You will be critical to the one call one contact mission where you will support assigned issues form initiation to closure as the customers single point of contact. This will include support via telephone, chat/teams, email, and self-service tickets as well as providing user set-up, changes, decommissioning and deskside support. The selected resource will need to have experience setting up equipment, understanding of hardware, and experience with account provisioning.


Job Functions

  • Models' ethical behavior and executes job responsibilities in accordance with client's core values, ethics, and information protection policies.
  • Omni Channel IT Support: Respond to and fulfill service desk requests originating from all channels (Calls/ServiceDesk/Instant Message/Email/Text) within the Service Levels.
  • Responding to and prioritizing reported service incidents and coordinating with designated business coordinators. Provide communication and updates via web portal and email. Work with impacted IT teams to ensure timely closure of incidents and ensure documentation of Root Cause and remediation. Respond to catastrophes and support of catastrophe response.
  • Perform onboarding, changes, and offboarding of customer access, accounts, equipment, and services. This includes New Hire Configuration, Catastrophe Adjuster support, setup, onboarding, access management, software installation/configuration/removal, asset management, laptop replacement and refreshes, as well as decommissioning of departed employees.
  • Coordinate with other technology teams on 3rd level customer issues, as the “face of the customer”. Maintain presence as a “single point of contact” for the customer, managing their requests to resolution.
  • Participate in and make suggestions on process improvement and streamlining of Service Operations Activities. Contribute to Help Desk knowledge base articles.


Knowledge, Skills, & Abilities

  • Understanding of Service Levels and KPIs (Key performance Indicators).
  • Installing and setting up computer systems or software.
  • ITSM processes.
  • Installing and setting up computer systems or software.
  • Respond to and support level II events related to system and hardware failures.
  • Level II troubleshooting for software and hardware.
  • Able to configure and manage systems access using system interfaces and tools.
  • ITSM Certification preferred, but not required (PREFERRED)
  • A+ Certification preferred, but not required (PREFERRED)
  • IT Support Certification (Google Professional, IBM Professional, HDI) preferred but not required (PREFFERED)


Relevant Experience

4+ years in a customer facing role.

4+ years in a multi-role environment (Deskside, telephone, digital) Service Desk Environment.


EDUCATION

High School Diploma | GED (REQUIRED)

Bachelor's Degree OR 3 years relevant experience, OR a combination of college education and relevant experience equivalent to 3 years