| Service Desk Technician at Remote, Remote, USA |
| Email: [email protected] |
| From: Chinmayee Patro, Msys Inc [email protected] Reply to: [email protected] Title: Service Desk Technician Location: Remote Length: Long term Restriction: W2 or C2C Send resumes to: [email protected] Description: Interview Type: Webcam Interview Only *** Very long term project initial PO for 1 year, expect to go for 4+ years *** Remote*** **This is a remote position. This candidate will work either: Sat Tues - Sat and Sun hours are 7am 7pm and Mon and Tues hours are 7am to 4pm so its a 40 hour week OR Wed Sat - Wed and Saturday hours are 7am to 7pm and Thurs and Fri hours are 8am to 4pm so its a 40 hour week. Short Description: The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team. Job Description: The DIT Service Desk is the 247x365 single point of contact for customer submitted incidents and service requests. Service Desk Technicians provide consultation, elevated support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, and other information technologybased systems located throughout the state agencies and universities, as well as for private businesses and citizens. The Service Desk Tech provides advanced technical support via phone, email, chat, and tickets, working under general supervision of the Service Desk management team. Responsible for researching/analyzing issues/troubleshooting problems and soliciting relevant information from users to describe and document routine and nonroutine problems and resolving or escalating them to the next level. This position is critical in promoting a positive customer experience and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position may be required to work weekends and holidays, as needed. Required Experience: Impeccable customer service skills along with the ability to apply more advanced technical knowledge to independently work on routine and complex tasks and document details into an IT Service Management application, using ITIL methodology. Enhanced computer literacy is required. Understanding of contact center environment and Service Desk role. Experience with ServiceNow is preferred. HDI Support Center Analyst, ITILv3 Foundation A+ certification highly preferred. Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required. Advanced troubleshooting and problem solving skills in Microsoft Windows, Office suite, O365, desktop hardware/software, voice and network connectivity, network printing, email, smartphones, and webbased applications. Ability to organize and follow more complex and/or detailed technical procedures. Capable of analyzing and resolving routine problems based on existing documentation, training, and resources. Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. Demonstrated sense of ownership, reliability, and urgency. Ability to establish proactive relationships with customers, including providing education to customers as appropriate. I am able to convey ideas on nonroutine subjects clearly. Proficient in translating technical issues into understandable terms for nontechnical users Required Skills: Experience providing excellent customer service skills using ITIL methodology 2 Years Experience working in a call center environment and Service Desk role 2 Years Advanced troubleshooting and problem solving skills in Microsoft Windows 7 & 10, Microsoft Office suite, and O365 2 Years Troubleshooting skills in desktop hardware/software, network connectivity, network printing, email, smartphones, and web based applications. 2 Years ServiceNow experience HDI Support Center Analyst, ITIL v3 Foundation A+ certification highly preferred government experience preferred Keywords: access management information technology golang purchase order wtwo Service Desk Technician [email protected] |
| [email protected] View all |
| Fri Jun 14 07:21:00 UTC 2024 |