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Tier-2 Evening and Weekend Help Desk
1 month ago
Genesis10 is seeking a Tier-2 Evening and Weekend Help Desk Tech for our client in the Transportation Services Industry. This is a Contract opportunity located in Downtown Dallas, TX. 75202.
W2 Status:
Only candidates available and ready to work directly as Genesis10 employees will be considered for this position. No 3rd Parties, No Sponsorship available for this position
Job Description
The role of the Service Desk Level II is to ensure proper computer operations so that end-users can carry out business tasks. The incumbent will receive, prioritize, document, and actively resolve end-user incidents and catalog requests. The role is responsible for escalating incidents when considered appropriate and necessary to keep SLA expectations. Incident logging and resolution will involve using the
Service Now toolset and requires phone, in-person, hands-on assistance at the desktop level.
Essential Duties and Responsibilities: Provides Tier-2 support for the service desk. Addresses and resolves technical issues with internal clients related to computer software and hardware, including assisting with issues escalated beyond Tier-1.
Installs desktops, laptops, printers, scanners, monitors, and all devices related to a workstation.
Has working knowledge and proficiency with Windows Operating Systems, MS Office suite, and Service Now
Serves as an escalation point for customer service issues and serves as an escalation point to Tier-1 positions.
Receives, logs, and manages calls from internal staff via telephone and ServiceNow. Triage incidents and problems.
Second-tier support: troubleshooting technology-related problems, from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
Troubleshoots and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, audio-visual equipment, and peripheral devices over the phone and in person.
Responsible for reassigning and resolving incidents for internal clients to other team members and adding additional information and items.
Responsible for imaging workstations, delivery/installation, and user configuration. Installs approved software.
Responsible for customer-facing support services and remote assistance services to end-users, adhering to all ITIL service management principles.
Provide outstanding customer service and meet Agency service level agreements (SLA).
Performs other related duties as assigned.
Minimum Knowledge, Skills, and Abilities Required:
Note: An equivalent combination of related education and experience may be substituted for the minimum below, excluding High School Diploma, GED, Licenses, or Certifications. An associate's degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field.
One (1) years of experience in a desktop support role or related environment.
Must have a CompTIA A+ certification obtained within the last 3 years.
Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate preferred.
Must type 25 WPM with 80% accuracy for recording incident information into a ticketing system.
Proficiency in PC software applications to include Microsoft Office and other related software applications.
Must be able to work variable hours, including emergency responses to outages.
Must be able to perform work from remote locations as needed.
Must be able to work in an on-call rotation.
Must maintain all certification(s) required for this position.
Valid Texas Class A, B, or C driver’s license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, not more than one (1) DWI on driving record, and not more than three (3) convictions of moving violations within the last thirty-six (36) months in order to operate vehicles or drive in the course and scope of job.
Pass a physical (medical) examination that includes a drug screen in order to operate vehicles, and the ability to lift 50 pounds.
Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
Ability to use his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Get’s more done in less time than others. Can attend a broader range of activities.
Ability to enjoy working hard. Is action-oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others.
Ability to use rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems. Is excellent at honest analysis. Looks beyond the obvious and does not stop at the first answers.
Ability to relate well to all kinds of people, up, down, and sideways, inside and outside the organization. Builds appropriate rapport. Build’s constructive and effective relationships. Uses diplomacy and tact. Can diffuse even high-tension situations comfortably.
If you have the described qualifications and are interested in this exciting opportunity, please apply
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year—in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.
Benefits of Working with Genesis10: Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
The opportunity to have a career home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years. • Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
Behavioral Health Platform
Medical, Dental, Vision
Health Savings Account
Voluntary Hospital Indemnity (Critical Illness & Accident)
Voluntary Term Life Insurance
401K
Sick Pay (for applicable states/municipalities)
Commuter Benefits (Dallas, NYC, SF)
Remote opportunities available
For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.
Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
