What are the responsibilities and job description for the Help Desk Support position at AKZAC Global?
***Note: Normal work schedule for this position is three weekday overnight shifts from 5:00 PM-6:30 AM on Monday, Tuesday and Thursday nights
Role Description:
- Answer inbound phone calls concerning network issues.
- Creates and escalates Service Now trouble tickets to ensure the quick resolution of IT/Network issues.
- Research and updates reference publications and diagnostic aids to seek information necessary to resolve end-user issues as needed.
- Follows IT Service Desk and Network Operator Knowledgebase procedures and makes recommendations when improvements are needed.
- Utilize network management tools, such as Solar Winds, to monitor remote sites network and hardware.
Required Skills:
- Ability to support end-user with varying IT skillsets Required
- Ability to be clearly understood and has excellent phone etiquette Required
- Ability to follow directions, especially when using established operation and knowledgebase documentation, and standard operating procedures Required
- Ability to troubleshoot end-user issues and/or escalate as needed to ensure quick resolution. Required
- Experience with incident management, call tracking, and ticketing software. Required
- Previous experience as systems administrator, help desk, and/or call center experience. 2 Years
Job Types: Contract, Temporary
Pay: $21.00 - $23.00 per hour
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Monday to Friday
- Night shift
Experience:
- Help desk: 1 year (Required)
- Call center: 1 year (Required)
- Computer networking: 1 year (Required)
- ServiceNow: 1 year (Required)
Work Location: In person
Salary : $21 - $23
