Helpdesk Technician

Job Description

Duration

3

Duration Unit

Month(s)

Req Description

Description

looking for 9 help desk team members to join their current team to assist over the summer and when teachers return back to school. This person will join a team of 8 helpdesk technicians, comprised of FTE\'s and 1 long-term TEK contractor. This team handles approximately 200 tickets per day with a resolution rate of 60%. All other tickets are escalated to the field techs who support the 90+ schools across the district.

This person will be responsible for initial troubleshooting of an issue and must be able to thoroughly document their work in the ticketing system (they currently use HEAT). This person will see a wide variety of issues each day and should know basics like connecting to an IP address, troubleshooting a laser printer, performing password resets etc.

The consultants will participate in a 2 week classroom style training class lead by two team leads upon starting the project.

Manager will taper contractors by ability/ticket volume (timeline TBD but this is last years):

TEK will have weekly checkpoints with the manager to determine where each consultant stack ranks.

Enterprise Req Skills

Helpdesk, Help Desk, Windows 7, Troubleshoot,ticketing system,heat,Windows 10,Apple ios,Mac os x

Job Title

help desk technician

Top Skills Details

1) Strong customer support skills (via phone a plus)

2) Some technical knowledge (i.e. just graduated school with IT degree; lots of hands-on projects in personal time)

3) Ability to multi-task in a fast paced environment

Worksite Address

North Charleston,South Carolina,United States,29405

Drug Test Required

false

Experience Level

Entry Level

External Communities Job Description

Short-term project providing entry-level help desk support

EVP

helpdesk is a great environment for an entry-level IT person with a good customer service background who is serious about a career in IT. We have placed dozens of consultants many of which have been extended or converted to FTE\'s.

Work Environment

7/6 - 7/23 work hours are M - F 7:30 - 4. Starting 7/26 hours will be M - TH 7:00 - 5:30 (10 hour days rotating schedule) until August 6th and then M-F 6:30 - 5:00 (8 hour rotating shift with 30 min lunch).

has a semi-relaxed dress code in the summer (see attachments)

Additional Skills Tags

Windows 10,Apple ios,Mac os x

Additional Skills & Qualifications

This person should be friendly and work well in a team environment. They must be professional and have strong written skills for the documentation and also end user communication they will have via email. This person must also type at least 30 wpm.

Business Qualification

Impact to the Internal/External Customer

Without these people the technology within the schools will not be set up properly thus impacting the ability for teachers and students to start the school year positively.

Interview Information

This person will do a phone interview

Why is Position Open?

Business Challenge

With summer approaching and new fiscal year right around the corner, the school district has many projects on the horizon. Each summer, all of the schools are cleaned and the technology is disconnected in the process. Though this is reconnected, with the start of the new school year comes a large influx of calls and IT issues. Additionally, with the shifts the district had to make to accommodate students/teachers with COVID-19 there is a lot of work to complete to get ready for the 2021-2022 school year.