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Helpdesk Support Technician - Cleveland, United States - TEKsystems
Description
Job Description
Job DescriptionDuration
6
Month(s) contract to hire
Req Description
Description
Provides customers of IT Services a central point of contact for logging, tracking, and reporting of hardware, network and application related problems. Provides guidance and 1st level support, assisting in problem resolution, workstation, application and production problems and inquiries. Assist in the analyzing of issues to determine wider impact and problem relationships. Provides worldwide service and support for all customers globally. Works with all levels of Service Desk Analysts, Computer Operators, 2nd level support groups, management and customers.
What you'll be doing:
• Respond to customer requests for information.
• Analyze and determine the impact of problems with software applications and technologies.
• Assist customers in problem resolution by following troubleshooting procedures.
• Assist IT Infrastructure and Business Systems personnel in troubleshooting, problem identification and resolution.
• Dispatch appropriate IT support personnel or reassign issues to 2nd level support teams in accordance with established procedures.
• Record and track all incidents from initial report through final resolution.
• Follow established notification procedures for applications/software systems problems.
What we're looking for:
• Help Desk or Service Desk certifications a plus.
• 1-2 years Service Support experience required, Minimum 6 months experience including experience with customer support processes and tools.
• Strong customer service, analytical and problem resolution skills.
• Strong verbal and written communications skills, as well as typing skills.
• Strong interpersonal skills and ability to relate well with all levels of the organization.
• Ability to maintain a flexible work schedule including weekends, holidays and all shifts.
• Functional knowledge of Windows operating system, Microsoft Office and Internet Explorer.
Education: High School Diploma required. Associates Degree in a computer-related field preferred.
This team supports their client, at their client site. More information in \"additional information\" section
Job Title
helpdesk support technician
Top Skills Details
1. 1+ year of helpdesk experience in a high call volume environment (will be taking around 40 calls/tickets per day)
2. experience & knowledge of Windows 10/Office 365
3. experience working within a formal ticketing system
Worksite Address
Cleveland,Ohio,United States,44124
Additional Information
The role is - M-F, 8-5. They do allow 2 days work from home once through training.
Once they convert to an FTE, the pay is $17.00 hourly.
Drug Test Required
true
Experience Level
Entry Level
External Communities Job Description
Our client on the east side is looking for a Helpdesk Technician with at least one year of experience with troubleshooting, phone support and windows operating systems. This is a contract to hire.
EVP
They are continuing to grow and acquire.
Working here you have the opportunity to support multiple different Fortune companies while also getting exposure to a growing company. This is a contract to hire, and there is room to grow and be promoted to other team.
Work Environment
This is on site at their client. This is business casual, very fast-paced. This person needs to be a go getter and not sit back and wait to be told what to do. They support this client from 8 am -9 pm - so you will work M-F and the current openings are for the 8-5 shift.
Additional Skills Tags
phone support,password reset,ticketing system,troubleshooting,windows
Additional Skills & Qualifications
-Customer Service
-Office 365
-Windows 10
-Password Reset
-Troubleshooting
-Ticketing System
Business Qualification
Impact to the Internal/External Customer
Being fully staffed will help keep their clients productivity up. They have SLAs and numbers they need to hit in order to keep their clients happy with their service.
Interview Information
Phone Screen, then video screen with hiring managers
Why is Position Open?
Business Challenge
They need to be fully staffed in order to keep up with the call volume. They have certain SLAs that they need to meet in order to keep their customers happy with their service and keep their customers productivity up.
