Help Desk Technician
Company: Ampcus Inc.
Location: Sacramento
Posted on: May 15, 2022
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Job Description:
Description: Are these Web chat positions or the more
customer-focused IT Help Desk positions? Customer-focused IT Help
Desk positions. What are the words per minute that you would like
to see for these candidates? Minimum of 35WPM. Please attach the
typing test results in Fieldglass Do you usually ask for a
Associates or Bachelor's degree? Or have you been seeing candidates
without either? No degree requirement but preferred; any computer
related certification qualify as well. Please submit candidates
with 1 year help desk/customer service experience. What shift will
these positions be for? Shifts are TBD. Their core schedule will be
Monday through Friday, starting between 7am-9am. What are the top
personality traits or skills sets that make a contractor successful
at the TSC? - Windows Microsoft application experience -
Troubleshooting IT related issues (preferably with call center
experience) - iOS (iPhone, iPad) application support and
troubleshooting - Computer networking experience, including LAN,
Wi-Fi, printers, and peripheral device - Driven to help and support
clients with outstanding customer service 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 and resolves
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.) - After-hours analysts provide support after core
hours. Contacts On-call support for urgent issues on applications
used by clients - Administers active 2-way communications and
'knowledge transfer' within assigned team/function, both
planned/advance notice and real-time - Fosters strong Teamwork
culture intra and inter TSC, with team staff, colleagues, partners
and stakeholders - Create/Assign 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 - Monitor network devices,
interfaces and applications through intelligent devices and
automated programs across the Client enterprise for alarms/alerts
received from incidents, unauthorized or failed changes - Manage
alarms and alerts received from existing monitoring programs using
previously defined business rules - Completing documentation of
service requests within established time frames Minimum
Qualifications - High School Diploma or equivalent - 1 year of IT
service/help 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 and/or 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 -
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 -
Adheres to Work Instructions and/or processes as defined in Run -
Books and Playbooks - Applies technical skills to resolve incidents
of well-defined scope as specified by procedural guideline Job
Requirements:
Keywords: Ampcus Inc., Sacramento , Help Desk Technician, Professions , Sacramento, California
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