Job Details

ID #20235168
State Texas
City Dallas / fort worth
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source NetSource, Inc.
Showed 2021-09-25
Date 2021-09-24
Deadline 2021-11-22
Category Et cetera
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IT Help Desk Representative

Texas, Dallas / fort worth, 75201 Dallas / fort worth USA

Vacancy expired!

Please note that this is a 1 year contract position.7:00 am CT to 7:00 pm CTPosition is currently remote due to COVID restrictions.Description:This is an entry-level position providing first-level IT support for service requests and incident resolution.This position is in 24 x 7x 365 environments, working various day and/or evening shifts and provides onsite business support by answering or making outbound customer calls, monitoring operational dashboards and group email inbox to create, resolve and/or escalate operational incidents and service requests.Familiarization or use of established Incident Management Process and Procedures must be adhered to when classifying, prioritizing, and escalating incidents.• Level 1 support• Email handling • Ensure timely review and action of email in the TWAI Service desk mailboxes• Ensure email filters are in place based on onboarding documentation (EPAC, EPV, DDOS, etc)• Phone call handlingo Phone login and logout compliance when on shift. o Login and be available to take calls. When on break, lunch, etc ensure phone in after call work (ACW)o Ensure when shift over, logged out of phoneo Demonstrate professional conversation during customer calls• Operations Bridge manager (OBM) event managemento Adhere to documented instructions with alert handling o Document all actions is the associated incident ticket• Site scope monitoringo Adhere to site scope validation after change maintenance windows• Escalationo Utilize MIR3 for handling TWAI escalation procedureso Application organization charto Invoke the appropriate MIR3 template for escalationo Ensure escalation actions are documented in incident tickets. • Incident ticket (create, update) & manage lifecycle of incident prioritization• Data integrity of incident record (categorization tab, resolution details, assignment, etc.)• Create and distribute required daily reports• Adhere to and execute using Standardized work instructions located in the FRB Share point baseline library & Service Desk Share pointo If updates or changes are identified for standardized work, ensure to communicate to local Service desk Team Leader for action• Remote work – Ensuring utilizing all the documented procedures when working from homeo Avaya soft phone procedureso Establishing bridge lineo Transferring calls to bridge lineso OBM monitoring (PIVI card)o EPAC/EPV handlingo Password resets/unlock account – Ensure a service Request ticket is initiated for all of these requests• Onsite support for remote personnel (Dallas & EROC)o Vendor/LEU escortso Tape management/backup responsibilitieso Shipping/receivingo Data center walk througho EPAC & EPVo Safe Access• Ownership of all incidents in the TWAI• Proactive contacts for incidents about to breach SLA• Incident restoral and closureo Quality review of all incidentsQualification/Responsibilities:• At least 1-3 years of prior Service Desk experience working with incident ticketing system and event management. • Proficient with MS Office: Word, Excel, Outlook, PowerPoint Critical thinking skills Professional communication skills both written and verbal• Minimum High School Graduate.Applicants must provide their phone number. Reference job number A1027.

Vacancy expired!

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