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Help Desk for our client in Richmond, VA Job Title: Help Desk Job Location: Richmond, VA Job Type: Contract Job Description:- Analysts for the IT Help Desk are responsible for creating, updating, and resolving level I incidents, as well as service requests, all of which are created by employees, and various vendors and service providers that are crucial to Service Delivery.
- Analysts for the IT Help Desk are further responsible for triaging and escalating high-priority incidents to the application support team.
- Logging into the call center telephone queue on a rotating basis, Monday-Saturday.
- Using ManageEngine Service Desk Plus for incident and service request management.
- Active Directory Account Management, including password changes, account unlocks, group membership.
- Customer Queuing System, including account management and general troubleshooting.
- RSA Token Management, including account management and general troubleshooting.
- Customer Service Center, including specific software, OS, and hardware general troubleshooting.
- Customer Call Center, including specific software, OS, and hardware general troubleshooting.
- Headquarters Support, including specific software, OS, and hardware general troubleshooting.
- Reviewing NetQoS live dashboards and reporting possible network degradations.
- Triaging high-priority incidents in preparation for escalation.
- Escalating high-priority incidents to the correct support groups.
- Creating applicable support documentation for publishing to the knowledge base.
- High School degree or equivalent.
- Demonstrate ability to communicate effectively orally and in writing.
- Must be able to function independently and with little supervisory attention.
- Demonstrate ability to apply logical skills while troubleshooting.
- Working knowledge of Microsoft Office Suite.
- Working knowledge of research and evaluation techniques.
- Currently participating in college-level IT curriculum or similar.
- Demonstrated ability to diagnose and resolve basic technical issues.
- Excellent oral and written communication skills.
- At least one year of experience in any call center role, technical help desk preferred.
Vacancy expired!