Helpdesk Support Technician

For this contract position with a world renowned company, you will be responsible for providing single point of contact Tier I phone support for users with network, account, hardware, software, access and peripheral support engaging with both onsite and offsite users.

Activities will also include following prescribed processes for onboarding/offboarding users in IT systems and processing requests for software/hardware/file access. Involves the use of problem management databases and call tracking software.

Focus of position is a strong commitment to customer service while maintaining first call resolution percentages of 80% and above in order to minimize user downtime and ensure a positive customer experience.

TECHNICAL EXPERIENCE:

- Required: Windows XP and/or Windows 7, Microsoft Office Suite 2007 or 2010, Outlook, Laptop/Desktop HW, Printer Support
- Helpful: Lotus Notes, Remedy, Remote Access (RAS)

QUALIFICATIONS:

- Ability to effectively communicate orally and in writing technical information to non-technical audiences
- Strong interpersonal skills
- Demonstrated strong listening skills
- Ability to thrive in a team environment with both technical and non-technical team members
- Ability to anticipate, troubleshoot and resolve problems in a timely manner
- Quick learner capable of being productive with minimal supervision
- Ability to manage time effectively, set priorities appropriately, schedule calls
- Ability to maintain professional demeanor under stress
- Ability to operate within customer standard operating procedures
- On-call availability (Potentially once a month after training)
- Working towards Technical degree or equivalent experience
- Hardware/Software Certification a plus (A+, MCP, etc.)

Duration for this contract is expected to be 6 months with possibility of extension.