Helpdesk Technician

Job Title: Help Desk Support

Location: Whittington Pkwy FL 2-4, Louisville, KY 40222

Duration: 8 Months (extendable)

Pay: $22/hr on W2 without benefits

Shift: 1st (Mon to Fri)

Client: Health Services

Job Description Summary

Provides hardware, software, and systems support for employees. Responsible for coordinating delivery of services to internal users and collaborates with cross-functional teams to ensure IT services are operational. Acts as a point of contact for incident escalations and works both collaboratively and independently to triage and resolve IT issues.

Essential Responsibilities

• Provides resolution of technology problems that are escalated from Level 1 Service Desk.
• Provides assistance and direction to Level 1 Service Desk analysts as needed.
• Monitors outstanding issues to ensure both response and resolution times are met.
• Addresses, escalates, and guides the progress of IT requests for customized applications with exceptional attention to follow-through.
• Acts as backup for the Genius Bar by being fully versed on all IT solutions.
• Motivates the team and stakeholders to act without direct authority.
• Provides status updates to Information Technology management, and functional areas regarding unresolved requests and system outages
• Acts as a liaison between Support Center end users, technical support staff, and Information Technology management
• Performs software installations and data backup and recovery for end users
• Leads and assists on various projects regarding new applications or technology.
• Creates and maintains knowledgebase articles.
• All other duties as assigned.

Position Requirements

• Associate Degree in related field or equivalent experience preferred
• Minimum of 2 years’ experience in a customer support environment with proven desktop, technical and training skills, including experience supporting resources at all levels in an organization.
• Professional Certifications such as Net , CCNA Collab, CCNE, HDI, or ITIL is a plus
• Experience with Active Directory, remote desktop tools, and ticketing systems
• Experience with Microsoft Office products, Outlook, and Microsoft Windows 10 and Office365 required
• Experience with RingCentral and NICE InContact is a plus.

Knowledge, Skills and Abilities

• Expert knowledge of software, hardware, systems, and applications used by associates.
• Excellent analytical and problem-solving skills to diagnose and resolve related problems.
• Able to interact effectively with Executive and all other levels of employees.
• Able to work efficiently on multiple tasks and projects at any given time.
• Strong technical, analytical, and critical thinking skills

Job Types: Full-time, Contract

Pay: $21.00 - $22.50 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• Help desk: 2 years (Required)
• software, hardware: 2 years (Preferred)

Work Location: In person

Salary : $21 - $23