Help Desk Technician

Job Description

Duration

2+

Duration Unit

Month(s)

Great opportunity for entry level IT trying to gain more in depth experience.

Description

Our managed service helpdesk team at is bringing on a couple people in order to bring our team to 35 total analysts. They will be working with our current TEK Global Services managed services team.

We have 35 people on a managed service team, 1 supervisors & 2 team leads. This role will be remote, as they will be working from home. The team will continue remote as returns to office, but if office accommodations were needed, that can be considered. There will be one-two weeks of \"classroom\" training going over the details of the processes and procedures, technology they will support, etc. They will then start taking phone calls with supervision, coaching, etc.. Once in the role, this team is responsible for password resets and vpn resets, with light technical troubleshooting support of hardware and software. They will be taking 50+ calls/tickets per day. This is a fast-paced environment where it is encouraged that you escalate if you cannot resolve under 10 minutes. This role also includes searching the knowledge base and documenting tickets appropriately within ServiceNow. This is a true call-center helpdesk where you will be responsible for providing great customer service throughout the day. Once on the team for a little bit and learning the VPN/Password resets, this person will be trained on first level hardware/software support to add to their knowledge.

This is just a contract, but if the opportunity came up where this person could go permanent, they will start training you on higher level issues than what this team handles. The reason for only having password resets and vpn resets is in order to get someone up to speed quicker and not overwhelm them. Once trained on password and vpn resets, they will be trained on level one hardware and software issues. Our current engagement is through mid-January 2022 but we are working to extend that contract through all off 2022. They look to this team to take people on FTE when they have openings on the full time team.

Job Title

Helpdesk Technician

Top Skills Details

1) 6+ months\' in a technical customer service role

2) Technical IT troubleshooting experience - can be an internship, building an at home computer/network, in-formal work

3) Experience with password reset or VPN resets is a plus

Worksite Address

,Cleveland,Ohio,United States,44135-1389; Remote

Additional Information

Qualifying/lockdown questions before phone call with AM:

-Can they accept the role by Friday this week?/anything else in the mix?

-Can they start mid-December?

-Any trips planned/PTO needed?

-Are they open to a shift between 8 am – 10 pm (staggered, 8-5, 9-6, 10-7, 11-8, etc) Just need to know who is flexible to which shifts as we cover the whole time. (even when going FTE they cover a swing shift, so they more than likely wont be offered an 8-5, but wont necessarily have to be on that shift forever as it is first come first serve - we just can\'t promise how long they will be in the swing shift/off hours)

-References speaking on customer service/reliability – explain they start at 8 and need to be logged in at 8, have to be back from break on the exact time – not a flexible environment, so it helps to explain that

-When can they interview this week with our delivery manager?

They handle password resets on 35-40 systems and had roughly 8200 calls and 6600 tickets in October for the team. Average handle time goal is under 8.5 minutes (our team averaged 6.72 minutes the last two months). First call resolution goal is greater than 65% (our team averaged 80% the last two months)

This is a contract with the ability to go extended potentially and potentially go full time with the company, but not guaranteed. The schedule while on contract is covering 8 am-8 pm Monday-Friday with two 15 minute breaks and a one hour lunch break. Being on time, back from breaks in time, and reliable with minimal last minute call offs is very important. Once in training they will assign your shift, you need to be flexible to cover anywhere from 8 am - 10 pm, as they will take your request but need to schedule based on coverage needs. The shift would be 8-5, 9-6, 10-7, 11-8 - it wouldn\'t be 8 am - 10 pm and this would be your consistent shift daily.

\*Have to be able to work from home in a quiet environment and have steady internet connection. They will be provided with a laptop and a vpn token. The calls are taken through the laptop, a headset is shipped, but you can purchase your own - needs to be a USB headset. If internet is not steady and you cannot work, you will not be paid for time if it is an issue on your end. If equipment isnt working and it is an issue on side, pay will be considered if you cannot work.

This is just a contract until mid-January right now. We are working to extend the contract as our managed service contract will expire Jan 10 and we renew year to year. Additionally, the bank they are acquiring has their own outsourced helpdesk team so there is a potential our team can take on that volume which would extend this contract. If brought on full time, they ask you stay on the helpdesk for one year before applying to jobs within the company. After one year, they encourage you to grow within the company. They convert full time employees at $15/hour, 2 weeks paid vacation, bank holidays, 401k, and they do have pension and good benefits for their employees.

Drug Test Required

false

Experience Level

Entry Level

External Communities Job Description

Our client is looking for people to join their Helpdesk to handle vpn & password resets as well as tier one hardware and software support. This is a high call volume and high customer service environment. The best person for this role is someone who is excited to get their foot in the door at a large IT company in NE Ohio with the ability to learn the systems and grow from within!

EVP

This company has a few thousand in IT and they treat this team as a way to get your foot in the door and promote from within. We started this managed service team in October of 2019. We have had 15 or so people go full time since this started. It started as 6 people in Cleveland and a few months later, 6 people in Pittsburgh. We have since moved to fully remote and have roughly 35 analysts. Two people were promoted from a helpdesk technician to a team lead recently as well. We placed someone on this team who was promoted to the NOC within two years and someone who was just taken full time on the security team. We were able to promote two people who are still on contract in to a team lead role. This is a place where you can start very entry level and get corporate experience on your resume. They are going through an acquisition of a large bank, which will increase support demand of this team, which will probably lead to longer term opportunities.

Work Environment

While working from home: collaborative team through chat, video calls, etc. They do have stand up meetings, the supervisor checks in with people and has one-on-ones, provides a lot of feedback and coaching as needed.

Corporate banking environment. There are 35 people on this team, and the helpdesk consists of about 80 FTEs. Very much a scheduled shift. If you start at 8 am, you need to be logged in taking calls at 8 am. You get two 15 minute breaks and then a one hour lunch (this is scheduled) and they are expected to be back right at that one hour mark.

Additional Skills & Qualifications

Being on time and not often absent are two major qualifications. We need references to speak on reliability and attendance and customer service (even if in a non-technical role)

Business Qualification

Impact to the Internal/External Customer

Keep their productivity up. This minimizes down time which keeps customer satisfaction up.

Interview Information

Phone call with AM and/or the delivery manager with TEK

Why is Position Open?

Business Challenge

This company is going through a large acquisition. They need to add people to keep up with the call volume during the acquisition when they migrate users from the new company

Fully remote