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Help Desk Service Specialist 3 - Boise, United States - Midas Consulting
Description
ID- ITS Help Desk Service SpecialistTitle - Help Desk Service Specialist 3
Client Name - Idaho Office of Information Technology Services
Region - State of Idaho
Contract - Apr Dec 2023
Work Location: 11331 W. Chinden Blvd., #B201, Boise, ID 83714
Fully ONSITE Position
Interview - Either Webcam or In Person
Pay Rate: $24.50/hr.
Schedule - 8 hours and 5 days a week
Description:
TS is in need of a full-time resource for their IT help desk to provide service desk support for domain-joined Windows computers. This is a FULLY ONSITE position. Remote/hybrid work will not be considered.
IMPORTANT NOTES ABOUT THIS POSITION:
1 - FULLY ONSITE POSITION - Remote or hybrid work schedules WILL NOT be considered, so please ONLY submit LOCAL candidates willing to work fully onsite as required.
2 - FINGERPRINTING - In addition to the standard background check you are required to run on the selected candidate prior to starting (see Compliance tab for details), the agency requires an additional fingerprinting background check processes that will be coordinated through ITS directly once the candidate is selected. Candidates MUST complete the fingerprinting and initiate the ITS-specific background check process before they can begin work. As long as the process is initiated fully, and the vendor-run background check comes back clear, candidates will be able to begin work while waiting on the fingerprinting checks run by ITS to return results. Continued employment will be contingent upon clear results on the ITS-run checks.
Job Details:
Candidates must have experience interpreting customer technical issues and determining appropriate categories and relevant information needed for creating entries within the ITS service management system.
Candidates must also have experience with Active Directory to help with their troubleshooting skills. While the primary duties will revolve around the service desk support for end users, the selected resource may be requested to assist with onboarding/offboarding users using Active Directory, Azure AD, and Office 365 Admin consoles.
Punctuality and reliability are essential to this role. Additionally, excellent communication (both written and verbal), and customer service skills are essential to this role.
Responsibilities in the role will include:
• Managing user and computer accounts in Active Directory (AD), Office 365, and Exchange.
• Managing software licensing.
• Receiving telephone calls and emails from users with computer hardware and software problems or how-to inquiries.
• Determining the nature of the problem, and the root cause, and providing basic troubleshooting.
• Documenting support responses in the ITS Service Desk Ivanti ticketing system.
• Escalating problems in accordance with defined ITS procedures.
• Assisting users with problem-solving steps.
• Communicating accurate and useful status updates.
ITS will supply the computer, phone, and work environment necessary to fulfill the duties as described above.
Skills Required/Preferred Years
Professional experience working as part of a service desk team providing remote technical end user support via phone, email, etc.
Required 2
Professional experience providing technical end user support for Microsoft Office products, Office 365, specifically Outlook, Word, and Excel.
Required 2
Professional experience providing technical support of Windows Desktop operating systems, specifically Windows 10.
Required 2
Experience working with Active Directory (AD) for account management and group memberships.
Required 2
Experience installing software requiring administrative privileges.
Required 2
Experience providing technical support for web browsers, primarily Internet Explorer, Edge, and Chrome.
Required 2
Experience working with a ticketing system to manage user support requests
Required 2
Excellent written and verbal communication required as the end user support will be handled remotely via phone, email, etc.
Required
Help Desk Service Specialist 3 professionals in Boise
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Brandon Lyon
Human Resources/Talent Acquisition