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Level 2 Helpdesk

2 months ago

Kansas City, United States C4 Technical Services Full time
Technical Helpdesk Specialist - Level 2
Contract: 3-months with possible extension

The Service Desk Consultant I role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user Service Desk requests. Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a Ticketing system to prioritize, document and resolve requests

Strategy & Planning
  • Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs)
  • Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level.
Operational Management
  • Field incoming requests from end-users via phone, e-mail and in person in a courteous, professional manner.
  • Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed.
  • Resolve issues at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.
  • Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to Service Desk requests.
  • Meet all Service Level Objectives (SLOs).
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
Formal Education & Certification
  • Certifications: MCP, A+, Network+, Security+ (preferred but not required).
Knowledge & Experience
  • Basic knowledge of computer hardware including laptops, desktops, printers and handheld scanners.
  • Experience with Microsoft Windows operating systems.
  • Application support experience with Microsoft Office.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Personal Attributes
  • Ability to conduct research on a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Keen attention to detail.
  • Proven analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment.
Work Conditions
  • Occasional evening and weekend support required.
  • Sitting for extended periods of time.
  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs.

#DICE
tkettwick@c4techservices.com