- Provide technical assistance with a focus on phone, email, walk-up and ticketing support for a variety of requests Point of Sale (POS)/Mobile POS system (frontend software and hardware), Network (WAN, LAN, VPN, Firewall, Wireless), Servers (Windows/Linux), Telephony (store, corporate systems, voice mail, fax, mobile device and carrier services), Desktop hardware/software support and troubleshooting (Printers, imaging, map drives, encryption, components), and Application Support
- Drive down store issues and offline procedures
- Work with and escalate third party vendors (various carriers, IBM, Wincore, OKI, etc.)
- Accurately document and report problems using the ServiceNow ticket management system including but not limited to: Categorizing, prioritizing, and keeping incident status up to date as well as closure notes
- Troubleshoot supported network equipment and perform efficient resolutions to return service platforms to high stability, including cable modems,T1 and other services and technologies as needed via telephone, e-mail, web and onsite at customer locations as needed
- Assist with the monitoring, management and support of equipment and services provided to customers either directly or via third parties
- Assist with the installation, configuration and management of network equipment as assigned.
- Using pre-defined templates -- document Standard Operating Procedures (SOPs) for performing repeatable tasks, and create Knowledge Base articles that walk customers through the steps of using and configuring various technologies
- Send appropriate communications/notification to business, Shift Turnover, incident reporting, management reports
- Activity drives and analyzes the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.
Service Desk Specialist - Beverly, United States - FirstPRO
Description
FirstPRO is hiring a Help Desk Support Specialist for our customer, based in Burlington NJ. This is a hybrid, 4+ month contract with potential to hire opportunity paying up to $19.00/hr based on experience. This is a Monday - Friday 6:00 AM - 2:30 PM position. Local candidates preferred.
These roles provide Tier I support on a variety of issues to our customers end users and ensure each interaction results in a positive customer experience. Candidates will respond to a number of channels including tickets, phone calls, and email requests. Candidates will document, track, and monitor issues to promote a timely resolution. Support includes providing direction, coordination, follow up, installation and maintenance of hardware/software and incidents and/or problem management associated with technology implemented in our customers organization.
Candidates will have experience with the following: