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Service Desk Associate I

4 months ago

Bartlesville, United States INSPYR Solutions Full time
Title: Service Desk Associate

Location: Bartlesville, OK

Duration: 1+ year contract

Compensation: $21/hr.

Work Requirements: US Citizen, GC Holders or Authorized to Work in the U.S.

Assignment Scope: Key Responsibilities
•Field incoming incident or service requests from internal customers via phone, web, chat, and e-mail in a courteous manner.
•Build rapport and elicit incident details from Service Desk customers to record incidents - document all pertinent end customer identification information, including name, department, contact information, and nature of problem or issue.
•Classify, prioritize, and escalate issues (when required) to the appropriately experienced analysts or Team Lead.
•Properly document steps when working IT incidents, including those used in troubleshooting, actions taken, and the outcome. This is especially important when sending IT incidents on to other IT groups for assistance.
•Use standard, approved diagnostic utilities to aid in troubleshooting such as Quick Assist and GoTo Resolve.
•Access knowledge base articles, frequently asked questions resources, and other reference materials to aid in resolution.
•Perform fixes at the desktop level using remote tools which could include installing and upgrading software.
•Manage individual and/or group network and system access along with troubleshooting account related issues using elevated access to cloud based tools.
•Perform post-resolution follow-ups to incident requests for customer satisfaction.
•Evaluate documented resolutions and analyze trends for ways to prevent future issues.
•Recommend or suggest methods to update, simplify and enhance processes and procedures.

Required Skills and Experience
•0-3 years of experience in customer service/support or help desk/call center environments.
•Ability to provide technical and troubleshooting support.
•Ability to learn terminology, applications, and standard procedures for performing the job function while looking for areas of improvement.
•Performs routine and basic tasks using established procedures.
•Available for a variable work schedule.

Our benefits package includes:
  • Comprehensive medical benefits
  • Competitive pay, 401(k)
  • Retirement plan
  • ...and much more


About INSPYR Solutions

Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at inspyrsolutions.com.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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