Vacancy expired!
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Calance Recruiters:Dolly:(949) 204-0761Michell:(949) 860-4715E M A I L: Recruiter.key2@calance.com= We will NOT accept 3rd Party (C2C) Contractors =Position:Help Desk/Application Support Analyst (Level III)JOB REF#:23609Duration:12+ Months (On-going Contract)Location:Torrance, CA 90501 Rate:Open/Market Rate (W2 Only)SHIFT: Mon-Fri 8-5 with rotating Saturday support (1-2 times/month). Saturdays are supplemented with a day off during the week.This position is currently REMOTE due to Covid restrictions, but you must be local, as you will be need to come into the office when needed to pick up equipment and refresh. Help Desk/Application Support Analyst will work with a team of 4-6 individuals of varying shifts and specialties, providing troubleshooting, timely follow-up on all open cases, case documentation, problem diagnosis, and proactive documentation to reduce incoming volume. Utilizing ServiceNow Customer Service case system to document all phone and online contacts inclusive of statement of issue, troubleshooting steps, and resolution, handle any specialty related escalations, research and ensure timely reporting of iN defects to the appropriate resolution team in ServiceNow incidents. RESPONSIBILITIES INCLUDE: Responsible for incident resolution, diagnosis of complex problems, advanced problem resolution, end user support follow up, and interfacing with support groups/outside vendors Provide training to staff, mentoring and support for less experienced staff Keep peers/manager informed of trends, significant problems and delays, customers informed of global problems or scheduled downtime, and customers updated on status of reported problems or projects Provide project support for new application releases and implementations Provide support of data and mobile devices Achieving and maintaining iN specialty certification, completion of non-specialty training, completing review of audited case documentation Partnering with peers for the purpose of solution/FAQ/IT Service Management ServiceNow incidents editor review, and supporting department and division goals and objectives. Troubleshooting of network connectivity for software application updates within dealer environment. Troubleshooting questions via the phone around network connectivity, resetting passwords, issues with Outlook, Windows 7 or 10 and triage on hardware issues. Troubleshoot 600 in housed developed applications and documenting. Provide support for over 25 -40 calls a day This position is currently remote due to Covid restrictions, but you must be local, as you will be need to come into the office when needed to pick up equipment and refresh. REQUIRED SKILLS/EXPERIENCE: (Resume must reflect this experience) Must be able to work shifts in 24X7 call environment. 3+ years providing Help Desk support with in a high call volume call center (This is not a Desktop Support position) 2+ yrs using Incident/Ticket Management systems, such as ServiceNow or other similar tools (Remedy) Experience troubleshooting questions via the phone, for network connectivity, resetting passwords, issues with Outlook, Windows 7 / 10 and triage on hardware issues. Strong knowledge in the areas of SQL, WAN/LAN Telecommunications (T1s, Modems, Hubs, Routers, Frame relay) Strong knowledge of data and mobile device support Strong knowledge in a variety of PC Software programs, remote tools. Strong knowledge of application, connectivity, hardware, peripheral including printers and scanners, network monitoring tools, and TCP/IP protocol. Experience using software applications, such as Remedy, Active Directory, PeopleSoft, Billing and Monitoring systems. Strong knowledge of Security Administration procedure Education: College Degree (AA or Bachelors) Calance Consultant Benefits Offerings:- EPO/PPO Medical Plan (Cigna)- HMO/PPO Dental programs (Cigna) - Vision - VSP (Vision Plan Summary) - 401K VOYA Retirement vesting programVacancy expired!