IT Help Desk Technician

Job 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.