Description
If you have a passion for IT....this is an excellent opportunity!
Our direct client is looking for 10 Help Desk resources. Experience with resolving computer related issues, general networking, PC, solid communication, ability to explain PC issues, installation and set-up.
POSITION SUMMARY: 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 client employees and/or 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.
DUTIES AND RESPONSIBILITIES (including % of Time): 100% Supports end users with IT related problems and issues. Handles routine and newly document 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.
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:
Minimum of an Associate's Degree in an Information Technology discipline (eg MIS, IS, IT CNS, Computer Engineering, or Windows Networking Administration) is required. Education verification must be conducted.
A Bachelor's Degree in an Information Technology discipline (eg MIS, IS, IT CNS, Computer Engineering, or Windows Networking Administration) is preferred.
A minimum overall GPA of 3.0 is preferred. Candidates with lower GPAs will be considered if they have one-year of related work experience in a technical field (eg assisting end users with hardware and software related problems in a business environment). Related work experience in a technical field, which could include assisting end users with hardware and software related problems is a bonus.
The Help Desk is a call center environment, so previous call center experience in a technical role is a bonus.
Required Skills:
Must have a strong technical aptitude with demonstrable success in researching, configuring and troubleshooting complex IT technologies.
Must possess strong interpersonal and communication skills with the ability to interact effectively with others, and maintain composure in stressful situations.
Must have the ability to translate technical terms into layman's terms.
Must have demonstrated problem solving abilities.
Overall, strong customer service skills in a technical environment are required.
Required Skills:
Must possess strong interpersonal and communication skills with the ability to interact effectively with others, and maintain composure in stressful situations. Overall, strong customer service skills in a technical environment.
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.
Training/Work Schedules:
Training is scheduled for approximately three weeks, during core-business hours, Monday-Friday.
Once training is completed, work schedules are determined according to business need (eg peak call volume).
The Service Desk is a 24 x 7 operation, but contractors are not assigned to the night shift. However, schedules can include working early morning or late evening hours and can require working a weekend-day (ie Saturday or Sunday).
Personal preferences are considered when schedules are being decided; however, business need drives the overall schedule.
Standing commitments (eg military reserve duty) are considered within the scheduling process as well.