Our client is looking for a Help Desk Associate to be responsible for providing IT support employees and partners.
Tasks:
- Log, track, and monitor all requests.
- Fulfill pre-defined and pre-approved services.
- Log, categorize, and prioritize incidents.
- Performs initial diagnosis and determine if escalation is necessary, either functional or hierarchical as appropriate. Investigate and diagnosis issues per internal policies and procedures.
- Apply resolutions and/or workaround as appropriate to restore client operation as quickly as possible. Individual tasks related to the duty.
- Answer incoming calls and emails, meeting identified response standards.
- Log requests for technical assistance received via the Hot Seat phone, or email into ticketing system.
- Monitor open cases for resolution within established timeframes and escalate to appropriate parties when necessary.
- Log and track requests received from clients.
- Investigate, evaluate and resolve reported support issues and requests.
- Responsible for providing technical assistance in the implementation of technology and automation initiatives.
- Responsibilities including, but not limited to log, categorize, prioritize incidents, perform initial diagnosis and determine if escalation is necessary, installing and maintaining software, serving as a troubleshooter in the implementation and use of workstations and associated software and hardware; and answering technical phone lines.
- Maintain acceptable levels for identified metrics, such as After Call Work, Adherence to Schedule, Availability, Service Level Agreements, etc.
- Provide technical support and problem resolution for identified types of technical problems, using established procedures, guidelines and resources.
- Document all information regarding the resolution of requests for technical assistance in the Remedy system, using established guidelines and procedures.
- Attend meetings and training sessions on policy, procedure, etc, of applications, hardware, software, etc., as required.
- Follow up on cases involving the hardware maintenance vendor.
- Other special duties as assigned.
Knowledge, Skills and Abilities Required:
- Clear and concise written and verbal communication is crucial to success and productivity in this role.
NOTE: Only local candidates will be considered for this role. Submissions my reside within 60-miles of Dimondale at the time of submission. Relocation not allowed. Resource will be working a hybrid schedule. NO REMOTE ONLY OPTION. Will need to be onsite from day 1, two days a week.
Skills Required:
- 2-3 years - Previous Tier 1 IT Helpdesk experience
- 2-3 years - Previous Service Administration experience
- 2-3+ years - IT Troubleshooting experience
- Associate's Degree (IT Related)
Skills Desired – A plus to have:
- IT Certifications like A+, CISCO Routing, SANS, etc.
- Previous IT related experience using Motorola
- Prior military experience in the radio field
