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IT Help Desk Support

Company: Mindlance
Location: Sacramento
Posted on: November 23, 2020

Job Description:

Job Description Looking for a customer-focused IT Help Desk. Would like to see minimum of 35WPM Candidates should have a minimum 1 year help deskcustomer service experience. Shifts are TBD. Their core schedule may be Weekend, After Hours, or Core. Top three personality traits Customer Service, Typing Microsoft Office Productivity Software Job Requirements High School Diploma or equivalent 1 year of IT servicehelp desk operations experience Complete service requests and troubleshoot computer and device problems via the telephone web channels Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment Strong client customer skills Ability to learn quickly and transfer essential knowledge to team members Capable analytical skills Teamwork is essential Strong communication skills Demonstrates work quality and efficiency Open and adaptable to change Passion for safety Desired Qualifications Two to four-year college degree andor IT learning accreditation or certification or equivalent IT work experience. 1 year of general customer service experience in retail, or call center sales or service role IT technical experience in pc use, maintenance, troubleshooting, repairs, software hardware installation Qualitative and quantitative analytic problem-solving skills o Ability to learn new concepts quickly Organizational skills Advanced verbal and written communication skills Proficient in Microsoft Excel and Word Is able to work independently or as part of a team Has novice basic knowledge of one or more of the following designated area IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP IP) Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline Job Responsibilities Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environment In Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues identifies and engages needed resources to remedy problems Diagnoses technical issues that require in-depth analysis, such as application, hardware, and software problems Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.) Administers active 2-way communications and 'knowledge transfer' within assigned teamfunction, both plannedadvance notice and real-time Fosters strong Teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders CreateAssign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents Must be able to follow through on assigned tags to completion Assesses and ensures process and work conforms to existing policies, standards and guidelines Correlate multiple customer issues identified with alarms alerts received to eliminate duplication of events Completing documentation of service requests within established time frames

Keywords: Mindlance, Sacramento , IT Help Desk Support, Other , Sacramento, California

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