What are the responsibilities and job description for the Help Desk Analyst position at Morson Talent (Canada & USA)?
Help Desk Specialist- ID 2730
- Location- On site in Knoxville, TN. Monday- Friday.
- Contract duration: 12 months
- 40 hours per week.
- Shift rotation including occasional evenings and regularly scheduled weekends.
- Pay range- $30.00- $50.00 per hour/ W2/ No benefits.
We are recruiting for a Help Desk Specialist to join our client on site in Knoxville, TN for a 12-month contract.
This is an awesome opportunity to join our client who specializes in Infrastructure; mining and metals; nuclear, security and environmental; and oil, gas, and chemicals.
Please note, this contract may require you to participate in shift rotation including occasional evenings and regularly scheduled weekends.
You will provide IT call center level support to their offices and employees worldwide. Day/day responsibilities include:
- Provide first-level troubleshooting for hardware, software, and operating system issues.
- Document user problems using an online problem management system, including opening, updating, and closing problem tickets.
- Respond to telephone calls, emails, and problem tickets to address personnel requests for technical support.
- Track and monitor issues to ensure timely resolution.
- Resolve PC software configuration issues and remotely install software products and approved patches.
- Troubleshoot computer problems, perform hardware and software diagnostics, and coordinate necessary repairs.
- Resolve computer system issues, facilitating communication between users, product line specialists, and enterprise infrastructure support staff.
- Diagnose, isolate, and analyze problems using historical database records.
- Monitor the problem ticket queue to ensure all tasks are completed within specified metrics.
- Escalate unresolved issues to the next level of support.
Skills/experience include:
- Bachelor’s Degree in Computer Information Systems, Management Information Systems, or other Information Technology discipline, or six years (preferred) of relevant experience in lieu of a degree.
- Experience in troubleshooting applications or network related issues
- Experience in ticket tracking tool such as Heat, Remedy and Service Now.
- Strong customer service skills and excellent communication skills.
- Hands-on experience with Microsoft Windows operating systems
- Experience with techniques, methods of troubleshooting end-user problems including set-up and support of software and hardware
- Excellent and demonstrated communication and customer support skills
- Understanding of client-server and networking principles
- Ability to obtain MCDST or equivalent within 12 months
- Knowledge of ITIL/ITSM concepts.
Salary : $30 - $50
