Job Description

Service Desk- Remote
*** Shift coverage is 7:00 AM - 7:00 PM Sunday , Monday, Tuesday and every other Wednesday***
3 Month Contract to Hire
55-60K When Perm
Great Company
Unlimited Growth
Paid Certs when perm
*Must have some certs A+, Network+, Security+
*Very professional
*Client Facing

Scope:
- Accept and log customer calls
- Monitor events / notifications via the monitoring tools.
- Triage customer calls per specified severity levels
- Execute first attempt to resolve the customer call
- Refer customer call to the appropriate level two/three support group
- Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA)
- Update the customer call record or incident ticket as required
- Escalate customer calls to the appropriate management level when thresholds are violated
- Close customer calls and tickets upon completion
- Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA.
- Perform account management services – User Account creates/disables/terminations/name changes, etc
- Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors
- Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
- Distribute daily turnover reports to customers as needed
- Communicate response times for dispatched tickets to the customers
- Manage service requests ensuring adherence to SLA
- Assist with cross training of Service Desk team members as needed

Skills & Experience

• • 2-3 year’s technical helpdesk or technical call center experience required
  • CompTIA A+ certification preferred
  • Hands-on work experience with the following:
  • Windows Operating Systems
  • MAC Operating Systems
  • Knowledge of Active Directory, O365
  • User account management for Active Directory,
  • O365/Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity
  • MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio)
  • Internet browsers (Explorer, Chrome, Firefox)
  • VPN and remote dial-in users
  • 2-factor authentication, soft tokens
  • Support for laptop, desktops, and printers
  • Smartphone support
  • Execute basic queries and administrative tasks for MS SQL, helpful
  • Others:
  • Sharepoint, Adobe Acrobat and other common desktop applications
  • Experience with monitoring tools/applications like LogicMonitor, Nagios, etc.
  • Job scheduler applications like Tidal or Autosys

 

Job Tags

Permanent employment, Contract work, Work experience placement, Shift work, Sunday,

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