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IT Help Desk Technician

4 months ago

Trinity, United States TEKsystems Full time
Job DescriptionJob Description

Duration

6 Month contract to hire

 

Duration Unit

Month(s)

 

Req Description

 

Description

Our client is looking for 1 Help Desk Technician that will provide primarily phone support and handle service calls (hands on support). This includes but is not limited to handling fixes over the phone, remote into machines, etc. Anything that cannot be fixed over the phone will then escalate to the Tier 2 support where they go out and handle the issues with end users face-to-face. After getting comfortable in this role they will want to cross train these technicians to alternate roles to provide Tier 1 and 2 support (in about 6 months) to do service call work.

 

Enterprise Req Skills

Service desk,helpdesk,phone support,Help Desk,Troubleshooting,Ticketing System,servicenow

 

Job Title

IT Help Desk Technician

 

Top Skills Details

Tier 1 Role
1. 2+ years experience in a help desk role- providing phone support
2. Customer Service/Professional/ Motivated/ Independent- a lot of executives sit at this site so they need a person that can provide a white glove service and are great at self motivation and being independent with their workload and staying busy as (their manager) sits in NC.
3. Ticket management system experience (They are using ServiceNow, not required to have that particular one though). They just need to be able to route and update tickets. Also know how to look into the queue.

+ Windows 10 environment

This role will start out as 100% phone support but then as they get comfortable and prove themselves they will alternate roles to provide Tier 1 and 2 support so it could vary. For example, 60% phone and 40% service calls (hands on support). Once everyone is trained and feels good they will have a rotation so people aren\'t stuck on the phones 24-7. Even in the Tier 1 role there will be some imaging and Windows 10 deployments they will get exposure to, he doesn\'t expect them to come in knowing how but that will be taught.

 

Worksite Address

Trinity,North Carolina,United States,27370

 

Additional Information

Client Job Description:
We are currently seeking an exceptional candidate to be part of the IT Infrastructure team . This role is intended to be an entry level role for an individual who has desires to deliver excellent end user support. Succession for this individual may include Sr. Help Desk Technician, Help Desk Analyst, GSD Lead, or other technology-focused roles.

The focus of this position is to be the face of IT to the end user by resolving their operational issues in a timely manner with the highest level of quality and service. To support this goal, this position will interface heavily with the other IT support team members as follows:

Application Analysts
Systems Analysts
Business Analysts
Server Administrators
Network Analysts
Security & Compliance Analysts
This position may interface externally with various outside vendors as needed.

Essential Duties, Responsibilities, and Key Results Area:

Serve as the first line of communication for receipt of phone, email, and web-initiated incidents (Tier 1)
Understand basic hardware and software architecture related to desktop and other endpoint technology
Understand shrink-wrap application functionality (packaged/off-the-shelf application functionality)
Apply/specify software patches/virus protection
Utilize remote tools to effectively support end users
Create and maintain appropriate systems and user documentation
Timely and effective communication of production support issues
Demonstrate working knowledge of essential PC software (e.g., Windows Operating Systems, Microsoft Office Suite, etc.)
Educates customers
Demonstrate the use of good prioritization and time management skills
Use root cause analysis and other quality tools to maintain service levels
Timely and effective communication of production support issues
Demonstrate active listening through acknowledgement and application of information received
Compose written documents/communications at an appropriate level of detail that express ideas in a clear and concise manner
Strong verbal and written communication
Works effectively with people that have different views
Displays a sense of urgency
Enforce software license compliance
Balance the need for speed with quality
Keeps people up-to-date with information
Responsible for the end user support of Tempur Sealy\'s global systems and collaboration technologies and procedures in order to maximize end user productivity.
Supports and implements desktop hardware, phones, mobile devices, printers, software (e.g. Office) and wireless technologies
Supports and implements peripheral devices for the plant shop floor (thin clients, barcode printers, barcode scanner, etc)
Performs AD and systems maintenance for user moves, adds and changes
Supports Microsoft desktop tools such as Office 365 and its productivity components (Skype for Business, One Drive for Business, and SharePoint)
Collaborates with all internal and external third-party Tier 2 & Tier 3 resources to resolve problems and issues
Ability to understand and work in a global environment
Coordinate with IT and business users for implementing new technology and processes
Coordinate with appropriate persons to ensure that we comply with all policies for system changes
Serve in the On-call rotation for after hours and weekend coverage as needed
ServiceNow experience a plus
Familiarity with Microsoft System Center a plus

Ideal Candidate Possesses These Attributes:

Professional that takes pride in performing at a high level
Strives for timely resolution of issues
Has the ability to work with all types of users in all types of situations
Motivated to follow up and ensure issues are resolved in a timely manner
Quality driven to ensure end user satisfaction
Continuously endeavors to learn applicable technology in order to better support the end users
Ability and drive to complete assigned tasks on time with high quality
Possesses excellent collaboration and communication skills
Qualifications:

Associate or Bachelor\'s degree in information Technology or related field or equivalent IT related experience. Minimum 1 Year of experience in a similar technical role

 

Drug Test Required

false

 

Experience Level

Entry Level

 

External Communities Job Description

Our client is looking for 1 Help Desk Technician that will provide primarily phone support and handle service calls (hands on support). This includes but is not limited to handling fixes over the phone, remote into machines, etc. Anything that cannot be fixed over the phone will then escalate to the Tier 2 support where they go out and handle the issues with end users face-to-face.

 

EVP



They want someone for the long run, it is a big customer service role with IT that goes along with it.

Tier 1 Role- Conversion salary is between $40-45k.

There is opportunity for growth. Once they go perm they will be eligible for 401k, benefits, use of the onsite gym, etc.

 

Work Environment

The shift will be 8-5 or 8:30-5:30. There are typically 50-60 calls per day.

Jeans Environment

 

Additional Skills Tags

Help Desk,Troubleshooting,Ticketing System,servicenow

 

Additional Skills & Qualifications

+ITIL certified (They should be open to getting ITIL certified as they will require it after working at the company for around a year, the company will pay for it). Some of the issues they will be responsible for resolving include but are not limited to: password resets, lost my drive map, icon issues, Skype login, printers not working, etc. Re imaging laptops go to next level.

 

Business Qualification

 

Impact to the Internal/External Customer

They are supporting all employees for anywhere.

 

Interview Information

Manager is ready to start interviews which will be a phone

 

Business Challenge

They had a technician leave and need to backfill. They have two onsite now and this will be 3rd person.