IOC Technician/Help Desk – 3rd Shift

Please note the schedule: Working: ONSITE ONLY NO REMOTE WORK
Friday – Tuesday Midnight– 8:30 AM
Off: Wednesday and Thursday
Note: While training the hours are M-F 8:00am to 4:30pm
Position Summary: The Service Desk Specialist I is responsible for providing front line support, via call, chat or email, to all employees and contractors, Escalating malfunctions to level II or level III support when necessary.
RESPONSIBILITIES

Documents problems and resolutions.
Responsible for providing front line support, via call, chat or email, to all employees and contractors.

Responsible for assisting senior personnel with ensuring that all hardware platforms, operating systems, utilities, and related tools and devices are available for successful management of production schedules and service levels.

Assists with analyzing and evaluating system malfunctions and takes appropriate action to correct systems as directed.
Escalates malfunctions to level II or level III support, when necessary, documents problems and resolutions.
Provides 24×7 remote support in Operations Center.
Handle incoming calls, chats and emails from customers.
Create tickets in ITSM system and work with customer until completion escalating when necessary, providing basic IT functions (account issue troubleshooting, software installs, access requests, and troubleshooting hardware).
Maintains knowledge database.
Escalates deficiencies in technical processes and informs Level III Support.
Monitor IT systems (SAP, Network infrastructure). Create badges and monitor badge system. Monitor security systems.
Handle customer threat assessments.

Qualifications:

Minimum of Associate Degree required in a computer related field, or equivalent work experience.
1 -2 years’ experience working in a Service Desk or Operations center.
Understanding of ITSM systems ITIL processes. ITIL Service Management knowledge preferred.
Understanding of Windows Operating Systems (desktop, server), as well as various mobile operating systems (iOS and Android).
In depth user knowledge of Microsoft Office products including Outlook.
Strong client relations/customer service skills required.
Strong written and verbal communication skills, along with the ability to absorb and present large amounts of detail through various forms of communications to any level of business users, or IT management.

Education:

Associate (Preferred)

Experience:

IT Help desk or Operations: 2 years (Preferred)
Windows Operating Systems 7 – 10: 2 years (Preferred)
Mobile device management (iOS and Android): 2 years (Preferred)
Ticketing systems: 1 year (Preferred)

Work Location: One location
Job Types: Full-time, Contract
Pay: $21.00 per hour
Experience level:

3 years

Schedule:

Evening shift

Education:

High school or equivalent (Preferred)

Experience:

Help desk: 3 years (Preferred)
Windows OS: 4 years (Preferred)
Mobile operating systems- iOS or Android: 3 years (Preferred)
IT ticketing systems: 3 years (Preferred)

Work Location: One location


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