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    Tier 1 Service Desk - Baltimore, United States - KamisPro

    KamisPro
    KamisPro Baltimore, United States

    2 weeks ago

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    Description

    This is a consulting role with excellent opportunity to go full time employee (FTE) in the future. There are numerous advancement opportunities into Cyber Security or Networking if you become an employee. You must put your time in on the Tier 1 helpdesk

    In addition, it's important to note that job is on-site in Baltimore Monday-Friday 8AM - 4:30PM. If you become an FTE then you can work remotely

    Asking for an A+ certification and one year of prior helpdesk/IT contact center experience in a high volume environment (20-35 tier 1 calls a day).

    SUMMARY

    • Responsible for providing first level technical support to our client's end-user community (3,000 users) on hardware, software, and network related problems, questions and use.
    • Possess an aptitude toward learning technical concepts. Be results oriented and a fast learner in supporting new products and technologies.
    • Provides outstanding technical and customer service to end users.
    • Answers, evaluates, and prioritizes incoming telephone, voice mail, portal and in-person requests for assistance from customers experiencing problems with hardware, software, networking and other computer-related technologies.
    • Accurately documents problem resolution into a call ticket tracking system and keeps end user informed of the status of open problems.
    • Elevates complex and/or high priority problems to the appropriate manager/team/staff for resolution.
    • Maintains customer confidence by keeping service information confidential.

    Adheres to all Hospital infection control and safety policies. Drug test will be required. Seasonal flu shot is required.

    Qualifications/Requirements

    Formal working knowledge; equivalent to an Associate's degree (2 years college);

    Experience supporting Microsoft enviroment (OS365; Outlook, etc)

    Ticketing system experience

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