Our direct client is looking for an experienced IT Service Center Specialist to be responsible for tier 2 software and hardware support of low to medium complexity issues for internal customers via telephone, email, IM, remote control tools, or on-site support. Our client is heaquartered in the Raleigh/Durham area, but this position would be fully on-site at their offices in downtown Washington, DC. This would start as a 6-month contract with additional extensions being likely, and it would follow a typical Monday - Friday work schedule.


Essential Responsibilities:

- Diagnose and resolve incidents using documented procedures and checklists in the performance of most responsibilities.

- Enter all incoming incidents and requests into the ticket management system, documenting detailed and accurate troubleshooting steps and instructions, as well as properly notating tickets with all customer contact per GTS Standard.

- Perform workarounds as appropriate if incident cannot be resolved and/or root cause unknown.

- Perform basic account access request fulfillment or incident management.

- Configure, troubleshoot and resolve basic remote access issues.

- Properly notate tickets with all customer contact per Global Technology Solutions (GTS) Standard.

- Perform new hire orientation related to PC set-up and use.

- Function, somewhat independently, under general direction of more senior Service Center analysts, supervisors or managers.

- In general, follow documented procedures and checklists.
Essential Skills:
- High School Diploma or GED and 2 years experience in a Call Center/Help Desk /Service Desk environment using and/or supporting Windows, Macintosh, Linux, PDA/Smartphone/Handheld technology; or equivalent combination of education and experience.

- Professional demeanor, strong customer relations skills.

- Proven analytical, troubleshooting and problem-solving abilities.

- Basic understanding of IP networking concepts, troubleshooting and diagnostics.

- Basic knowledge of Active Directory.

- Basic understanding of web technologies and components.

- Intermediate knowledge of MS Windows, MS Outlook, Internet Explorer, and MS Office applications.

- Intermediate knowledge of LAN/WAN networking and remote access technologies.

- Ability to multi-task in a fast paced, constantly changing environment.

- Ability to type a minimum of 35 wpm accurately. Must be a touch typist.

- Aptitude for understanding and troubleshooting technical problems.

- Ability to prioritize and perform a variety of concurrent tasks with minimal direction.

- Ability to effectively and clearly deliver information to a range of audiences.

- Ability to work well with others.

- Ability to lift, up to 50 pounds.

- Punctual, regular, and consistent attendance.

- Excellent written and verbal communications.

- Must be a team player and enjoy working in a customer service environment.

- Excellent organizational skills.

- Highly self-motivated and directed with a keen attention to detail.
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Please click the Apply Now button to apply for the job.
We will review your resume and call if you are qualified.
Resumes will NOT be sent to clients without your approval.
REFERRALS WANTED - $ 1000 REWARD!
Refer a colleague to us, and Precision will give you $ 1000 if we find a job for that person!
(The fine print: The referred candidate must be previously unknown to us. Start date must be within 6 months of referral.)


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THERE ARE MANY IT STAFFING FIRMS YOU CAN WORK WITH.

WHY WORK WITH PRECISION?



Our Clients. We work with the best.


- We are direct vendors to Fortune 500 companies across North America


- We're the top provider of contract IT professionals to many of our clients


Our Experience. We know how to sell our candidates to clients.


- We've been in business for over 20 years, and have made thousands of successful placements


Our Background. Precision is run by former IT professionals.


- We know what it is like to be an IT consultant working in a large organization.


- We actually understand your skills. We'll make sure that you are right for the job, and that the job is right for you.


Our Reputation for Quality. Clients favor Precision's candidates.


- We take the time to learn about you so that we can best match you to our openings and sell you to our clients.


- Our clients know from experience that Precision's consultants are the most qualified and the best fit for their project teams.


Our Ethics. We pride ourselves on our ethical business practices.


- We never submit your resume without your permission, and we never give your resume to other staffing companies


- We are up front about pay rates and the interviewing process, and provide you with constant feedback.


Our Responsibility. We take seriously our obligations to our consultants.


- We always pay on time


- We offer highly competitive pay rates, as well as an opportunity to participate in our group health insurance, long term disability and 401(k) plans.


- When required, we carefully manage H1-B and applications, and involve you at every step.


- We have dedicated HR personnel that will answer the phone when you call.


THE STAFFING FIRM YOU WORK WITH MATTERS.

WORK WITH PRECISION.



Job ID 5019DI-0017