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Help Desk Specialist

Eingestellt von Brooksource

Gesuchte Skills: Support, Network, Vpn

Projektbeschreibung

Highly Reputable Company Seeking A Help Desk Specialist!

1 Year Contract with.major* possibility for extension!

$15 an hour - 40 hours a week - M-F - 8am-5pm

Responsible for all aspects of the operations of a managed services contract. Provides on-site, software and/or hardware operations tasks for customers. This position is for Helpdesk Specialist.

JOB SUMMARY:
Interacts with customers and company representatives to document and support service for print, copy and scan device functionality. Help desk specialist report to the Customer Operations Manager but will take directives from the Site Operations Manager. Analysts are the core component of the site operation since they handle all incoming calls from customers.

ROLE & RESPONSIBILITIES:
General responsibilities include but not limited to:
Handle incoming customer calls
Gather information about the customer's problem
Create a ticket for all customer inquiries
Perform troubleshooting and problem resolution
Communicate resolution to customer
Perform problem resolution follow-up
Provide first-level and second level user administration support
Active Directory user administration tools,
o network drive mappings,
o printer mappings
Provide first-level and second level application software support
o Windows applications
o MS Office and Outlook
Provide first-level and second level network support
General network troubleshooting
o Remote Access Services via VPN or Dial Up
Provide first-level and second level general troubleshooting
o Printers, MFP, Scanners and Fax equipment
Provide status to pending trouble tickets in a timely fashion, per policy
Review all open tickets on a regular basis and follow up
Identify responsible group for problem resolution when necessary
Escalate or transfer a problem to the next level when necessary
Document and communicate steps taken in troubleshooting process
Provide accurate information and documentation in the ticket
Close all tickets when problem resolved satisfactorily
Provide customer with ticket information and ticket number
Provide customer with ticket status when requested
Follow-up with customer when tickets are resolved in order to close ticket
Maintain and improve knowledge of Help Desk procedures and tools

EXPERIENCE AND BACKGROUND:
Candidates will possess a high school diploma or equivalent. Candidates with college degree and/or five (5) or more years of direct customer help desk experience in copier/printer environment is preferred. Excellent customer service focus and outstanding communication skills are essential.

Provide outstanding support by meeting customers needs in a courteous and timely manner.
Requires experience in setting goals by defining and prioritizing specific, realistic objectives.
Requires experience using Microsoft Excel (Intermediate-to-Advanced skill level)

PERSONAL CHARACTERISTICS:
Individual must posse's business maturity, in appearance, focus, poise and alertness.
Self-motivated and comfortable working as a part of a dedicated team.
Outgoing and well organized individual.
Ability to perform in a multi-tasking environment.
Able to work effectively and cooperatively with customers, remote team members and managers.

EDUCATION & TRAINING:
Computer proficiency (MS Office Suite) and MS Project desired.
Associates Degree or five (5+) years equivalent experience in related field.

ORGANIZATIONAL RELATIONSHIPS:
Reports to the Customer Operations Manager (COM)

Projektdetails

  • Einsatzort:

    Bentonville, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    1 Year, High Possibility for ext.

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Brooksource

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