Level 2 Service Desk - 100% On-Site

The position is 100% Service Desk which means providing technical phone and ticket support. The candidate will not be working with hardware as the desktop support teams handles this area.

The work is 100% on-site in Roseville and candidates must be okay with this.

The client will be interviewing and hiring a candidate the same as they would hire for a longer-term contract to hire, or direct hire position because there could be potential for contract to hire.

Job Description

We have a 6-month contract-to-hire position open for a Tier 1 - 2 ServiceDesk support role.

POSITION RESPONSIBILITIES AND DUTIES:

• Will be handling calls that deal with Windows, Teams, and Outlook.
• Receive and screen incoming requests from internal customers via telephone, email, chat or website, and properly identify services to be performed
• Log, track, and resolve requests via ticketing system
• Maintain or exceed Service Level Agreement to business customers
• Provide consistent communication and follow up with customers to ensure proper levels of service
• Analyze and resolve a high percentage of initial customer calls based on support provided instructions in an accurate and timely manner
• Determine customer needs and evaluate request against standard Company policies and procedures
• Identify and document problems potentially requiring on-site support
• Timely escalate issues to other teams as necessary with proper handoff to ensure customer receives the best support
• Setup, configure, and deploy personal computer hardware and software and maintain and document computer and software assets
• Complete other responsibilities as assigned

OBJECTIVES OR GOALS TO MEASURE PERFORMANCE

• Adherence to IT and other Company policies and procedures
• Adherence to established Service Level Agreements
• Thoroughly evaluating all options prior to escalation
• Accurate documentation of work performed
• Timeliness in responding to system and training needs
• Proper functioning of all equipment, software, and LAN/WAN components consistent with Company and user requirements
• Improve First Contact Resolution rate
• Develop user proficiency and user satisfaction
• Foster personal growth and education
• Increase proficiency in knowledge of Company’s operating systems and computer applications
• Positive team attitude
• Customer/Client satisfaction

MINIMUM SKILLS OR EXPERIENCE REQUIREMENTS

• 3 years’ experience providing support in an Enterprise/Corporate environment
• Associates or BS degree in any discipline and/or Microsoft and/or CompTIA certifications preferred
• Strong software troubleshooting skills and prior experience with Freshservice or equivalent ticketing systems
• Desktop and Laptop hardware familiarity (Lenovo a plus)
• Experience with Windows 10 and MS Office 2010 support & troubleshooting
• Microsoft O365 support experience
• Printer and general application support, installation & troubleshooting
• Basic Active Directory knowledge, password resets & group memberships
• Basic understanding of networking technologies: TCP/IP, LAN/WAN, DNS
• Knowledge of Remote Control/Remote Access tools and methodologies
• Detail oriented, strong problem-solving skills, and capable of working with minimal supervision
• Ability to work independently and as a team member within established policies and procedures
• Capable of working in a fast paced, dynamic environment with the ability to learn and adapt quickly
• Ability to work with aggressive timelines and targets
• Flexibility to adjust schedule based on workload and the requirements of a geographically distributed environment
• Ability to multitask efficiently; plan, organize, and prioritize tasks and activities
• Ability to fully identify and confirm expectations, accept responsibility of assigned requests
• Ability to communicate timely, effectively, and clearly to the appropriate audience
• Ability to provide timely communication of status; identify possible conflicts or delays; develop alternative actions to ensure work is timely and complete
• Ability to maintain responsibility while communicating status, until the customers receives their expected result or communicates to the customer the transfer of accountability to another individual
• Excellent English verbal, listening, and written communication skills
• Professional phone etiquette; able to handle/defuse angry customers