Help Desk Support
Hire IT People, LLC
Job Seekers, Please send resumes to resumes@hireitpeople.com Short Description: The Help Desk Support (HDS) resource provides technical assistance support and advice to end users for hardware, software and systems.
Complete Description: Complete Description:This role is focused on level-1 help desk phone support, primarily with system access issues and password support. The ideal candidate must have excellent customer service and communications skills. Candidate must be able to:-Understand and comply with State of Iowa security requirements-Ability and tolerance to work in an environment where phones are constantly ringing and many people are talking- handle difficult situations with clients and turn them into a win for the service desk team- initiate trouble tickets from a service desk system- answer how-to questions and resolve issues related to system access and password creation/reset- maintain a positive outlook, be professional, and provide excellent customer service-handle difficult situations with clients and turn them into a win for the service desk teamGreater detail outlined in the skills matrix.
Work during core business hours of 7:00 AM – 5:00 PM, Monday - Friday, not to exceed a 40 hour work week.At least 3 years of relevant experience working in a technical IT call center environment.
HDS21 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.
SkillRequired / DesiredAmountof ExperienceAbility to talk with external customers who have limited IT knowledge about their issuesRequired3YearsKnowledge of remote VPN process and troubleshootingRequired3YearsAbility to work with, and understand all Microsoft Office applications to assist callersRequired3YearsKnowledge of Microsoft Windows 7 & Office 2010/2013Required3YearsMust have the knowledge and ability to solve basic IT problemsRequired3YearsAbility to enter tickets into a service desk call center applicationRequired3Yearsanswer how-to questions and resolve issues related to system access and password creation/resetDesired
Complete Description: Complete Description:This role is focused on level-1 help desk phone support, primarily with system access issues and password support. The ideal candidate must have excellent customer service and communications skills. Candidate must be able to:-Understand and comply with State of Iowa security requirements-Ability and tolerance to work in an environment where phones are constantly ringing and many people are talking- handle difficult situations with clients and turn them into a win for the service desk team- initiate trouble tickets from a service desk system- answer how-to questions and resolve issues related to system access and password creation/reset- maintain a positive outlook, be professional, and provide excellent customer service-handle difficult situations with clients and turn them into a win for the service desk teamGreater detail outlined in the skills matrix.
Work during core business hours of 7:00 AM – 5:00 PM, Monday - Friday, not to exceed a 40 hour work week.At least 3 years of relevant experience working in a technical IT call center environment.
HDS21 to 3 years field experience and preferred education of 2 year associates degree or equivalent technical study.
SkillRequired / DesiredAmountof ExperienceAbility to talk with external customers who have limited IT knowledge about their issuesRequired3YearsKnowledge of remote VPN process and troubleshootingRequired3YearsAbility to work with, and understand all Microsoft Office applications to assist callersRequired3YearsKnowledge of Microsoft Windows 7 & Office 2010/2013Required3YearsMust have the knowledge and ability to solve basic IT problemsRequired3YearsAbility to enter tickets into a service desk call center applicationRequired3Yearsanswer how-to questions and resolve issues related to system access and password creation/resetDesired
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