Service Desk Associate
5 days ago
Like the look of this opportunity Make sure to apply fast, as a high volume of applications is expected Scroll down to read the complete job description.
Contract to hire 5-6 Months
Onsite role to be worked from Plymouth MA-100%
You might really grab our attention if you can:
· 0- 3 years of Phone support experience Mandatory
· 0 to 3+ years of Windows Technical Service desk experience is necessary.
· knowledge Windows 10, 2019.
· Knowledge in windows buildout
· knowledge with the following: Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM etc.,
· ITSM ticketing tools such as Ivanti, ServiceNow etc.,
· User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
· Remote desktop connectivity applications, Windows end point support
· MS Office Suite and application support
· Web Application, VPN knowledge
· Administer and provide User account provisioning.
· Use the Incident Management System to document and manage problems and work requests and their respective resolutions.
· Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure.
· Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
· Responsible for installing desktop applications and software
· Work experience with SCCM patch deployments and SCOM monitoring tools
· knowledge of scripting.
· Highly self-motivated with keen attention to details
*Here's how you'll contribute:*
· Support for laptop, desktops, and printers
· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users
· Route problems to internal 3rd level IT support staff.
· Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
*How we’d like you to lead:*
Take part in and host regular knowledge sharing sessions, mentor more junior members of the team and support the continuous development of our practice.
We also want you to:
* Ticket Management
* Customer Satisfaction
* First Call Resolution
* Create SOP and Knowledge Base articles for top call generators.
Desired Skills:
* Route assign tickets to appropriate support group if necessary.
* Identifying and escalating high priority, high severity issues.
* Updating pending tickets with timely, precise and accurate updates
* Following up with end users, if necessary, for closure of pending tickets
* Following up with support groups, if necessary, for closure of pending tickets
#IND2
Job Type: Contract
Expected hours: 40 per week
Shift:
* 8 hour shift
Ability to Relocate:
* Plymouth, MA 02360: Relocate before starting work (Required)
Work Location: In person
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