Help Desk Technician

Yoh has a contract opportunity for a HELP DESK TECHNICIAN to join our client in the Voorhees, NJ area.

JOB OVERVIEW:
- Under general supervision, provides Tier I software and hardware support.
- Applies department procedures to diagnose and resolve problems.
- Maintains call data tracking system.
- Escalates problems to higher level technical support professionals when necessary.
- Provides support to Client Support team including call assistance and information sharing.
- Applies and enforces ITS policies and procedures including, but not limited to, incident management, problem management, project management methodology, and SOX controls.
- Applies and enforces Service Support procedures for the Service Desk including, but not limited to, call handling, documentation, escalation, and providing support.
- Ensures individual performance achieves defined service level targets
- Contributes toward continuous process improvement of internal ITS processes in order to meet changing business unit conditions.
- Responds to incidents or requests immediately
- Assumes ownership of each incident or request until it is resolved and ensures client's satisfaction
- Thoroughly documents all incidents or requests.
- Responsible for resolving incidents through the application of recorded solutions or through Incident recognition, research, isolation, resolution, escalation and follow-up.
- Interacts with clients in a courteous and professional manner.
- Tracks all client contacts
- Researches questions and issues; resolves each interaction to client's satisfaction.
- Provides updates, status, and completion information to the service management tool, and/or to users, via voice mail, e-mail, telephone, or in-person communication.
- Become well versed with common problem inquiries and be able to provide immediate solutions.
- Escalate problems to second or third level support personnel when appropriate via proper escalation procedures.
- Identifies frequently occurring problems and establishes procedures which document work and/or solutions.
- Provides on-call client support outside normal business hours.
- Provide support to projects
- Prepare in advance for new releases and rollouts to anticipate customer inquiries.
- Regularly attend technical and communication training sessions.
- Regularly handles high volumes of sensitive/confidential information
- Other task assigned by Manager

JOB QUALIFICATIONS:
- Excellent written and verbal communication skills along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, IT management, or technical role.
- Experience working with Lotus Notes a plus.
- Excellent client relations skills and customer service orientation.
- Excellent planning, prioritizing, time management and organization skills.
- Able to work on a team and contribute to the team's achievement of objectives and goals
- Demonstrated analytical, problem solving, planning, critical thinking, and risk assessment skills.
- Demonstrated ability to absorb and present large amounts of detail through various forms of communications.
- Demonstrated ability to meet stringent deadlines
- Thorough knowledge of Microsoft Office products, eg, word processing, spreadsheet, presentation, data base, project planning.
- Knowledge of ITIL processes and procedures.
- Knowledge of common industry Service Management Tools HP Openview or BMC Remedy
- Typically has 3-5 years of IT work experience with demonstrated working knowledge of basic to moderately complex hardware and software products and problem solving/troubleshooting skills.
- Experience working effectively as a team member with supervision on projects to ensure the high quality of the delivered software.
- Experience with the utility industry is desirable, but not required.

DISCOVER ALL THAT\'S POSSIBLE WITH YOH. APPLY NOW.

Yoh is a professional staffing provider with over 70 years of experience in the short- and long-term staffing services industry; visit our website to learn both about our company and about our leading HR Solutions.

Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer, M/F/D/V.

Tax Term: CON_W2

J2W: INFOTECH

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Enterprise: IT & Telecom