Description
Our client in Mayfield Village, OH is currently seeking an IT Help Desk Spec Assoc for a 12 month contract opening.The IT Help Desk Specialist Associate is an entry-level position in the IT Service Desk that applies
knowledge of information systems products and services to assist Progressive employees and/or Progressive Insurance Agents with hardware and software related problems, or system outages. Documents computer related problems and troubleshoots solutions as appropriate, escalating to other IT groups as needed. Applies basic technical knowledge and is becoming proficient in using help desk tools and troubleshooting equipment appropriate for the position and specialization. Resolves routine questions and problems, referring more complex issues to higher-level Help Desk Specialists or other appropriate IT groups. Follows processes and established standards to resolve routine and newly documented issues.
DUTIES AND RESPONSIBILITIES (including % of Time):
100% Supports end users with IT related problems and issues. Handles routine and newly documented calls directly from end users, and uses discussions with end users to identify and research IT related questions and problems. Resolves routine hardware and software problems, and coordinates referrals to the appropriate technical resources (ie, more experienced Help Desk Specialists, or other IT groups) for more complex problems. Prepares and maintains the appropriate follow-up documentation, which includes logging tickets and updating the knowledge base.
KNOWLEDGE, SKILLS AND EXPERIENCE:
Strong interpersonal and communication skills with the ability to interact effectively with others, and maintain composure in stressful situations. The ability to translate technical terms into layman's terms. Demonstrated problem solving abilities. Good customer service skills. Must have a general understanding of information systems with the ability to apply knowledge, as well as recognize, research and resolve basic IT related problems.
WORKING CONDITIONS:
The demands described here are representative of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Typical office environment requiring the ability to sit for long periods of time while working on a computer and talking on the phone.
• The flexibility to work shifts in support of a 24x7 work environment, which includes holidays, nights, and weekends as part of a regular schedule. Additional hours may be required to complete tasks.
The intent of this job description is to provide a representative summary of the major duties and
responsibilities performed by incumbents of this job. Incumbents may be requested to perform job related tasks other than those specifically presented.
About Technology Service Partners, Inc.
Headquartered in Jacksonville, Florida, Technology Service Partners, Inc. is a wholly-owned subsidiary of Computer Science Corporation (NYSE:CSC). Please visit our website at tspi.com or contact us at with any questions or to obtain additional information.
CSC through its affirmative action efforts, actively seeks, employs and retains the most qualified individuals; provides equal opportunity for all aspects of employment, including training, education and promotions; and lawfully conducts these and all company-sponsored activities in a manner not discriminatory toward any individual because of their race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (over 40), genetic information, disability or U.S. veteran status.