Service Desk Tech

Company: HireTalent
Location: Pawtucket
Posted on: March 19, 2023

Job Description:

Job Title: Service Desk Tech
Job Location: Pawtucket , RI(Hybrid)
Job Duration: 5+ Months

Job Description:

• 
  
• The Temp is the first line of contact into the IS Department to help clients having operational problems and system malfunctions.
  
• Provide telephone assistance to end-users that use a wide variety of system applications. Utilizes acquired problem determination skills to identify, resolve and escalate end-users problems.
  
• Provide direction to Temporary Help Desk Technicians to strengthen their problem determination.
  
• Documents all problems, status and resolutions for tracking and trending analysis.
  
  Service Desk troubleshooting,
  
  
  • 
    
  • Level 1 or 1.5 support
    
  • A+ Certification - Is a MUST
    
  • Good Customer Service skills
    
  • Microsoft office troubleshooting
    
  • PC and Mac OS Troubleshooting
    
  • VPN, Active directory password resets,
    
  • Ability to learn in house applications
    
    Required Skills:
    A day in the life of the Service Desk:
    
    
    • 
      
    • Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance.
      
    • Maintain detailed, accurate records of all transactions with our clients and other teams via ITSM tools.
      
    • Identify critical and business impacting technical issues and communicates them to appropriate resources and managers.
      
    • Maintain and supply Knowledge Base articles. Follow outlined procedures and policies as they relate to daily operation.
      
    • Track, route and redirect problems to accurate resources.
      
    • Walk customers through problem solving process.
      
    • Follow up with our customers, see problems through from beginning to the resolution.
      
    • Understand and utilize problem determination tools and techniques to identify and efficiently resolve problems.
      
    • Communicate efficiently with our clients, peers, management, and other IT staff.
      
    • Collaborate with teams to seek technical, process, and other issues in the spirit of improvement.
      
    • Deliver accurate and detailed information to senior level department personnel on unresolved issues customer service-related problems.
      
      Top 3 skills to have: Customer Service, Phone Skills, General IT Knowledge, A+ Certified a Plus
      During training On Site M-F. Once training Complete Hybrid 3 Days Onsite 2 remote.
      
      Required Education:
      
      
      • 
        
      • Minimum 1-2 years experience in analyzing end-user technical problems and Customer Service in an enterprise. Associates degree or equivalent; Technical school preferred.
        
      • A+ Certification Recomended
        
      • Network+ Certification effective.
        
      • ITIL foundations highly desired.
        
      • Work efficiently with multi-functional teams and must be flexible enough to look after different Technical skill levels, skill sets and a highly multifaceted work environment and schedules.
        
      • Must be customer oriented and highly cognizant of the importance of customer service and meeting service level commitments.
        
      • If you are qualified and interested, please send me your updated resume, your salary requirement and contact details to discuss this opportunity further. If you are not looking for a job right now, but know of a friend who might have the required qualifications and interest, please let me know.
        

Keywords: HireTalent, Pawtucket , Service Desk Tech, Other , Pawtucket, Rhode Island