Help D

Looking for someone with 6 months to a year of help desk experience remoting into users and doing password resets

Description:

Technical Ability

1. Provide technical assistance with a focus on phone, email, walk-up and ticketing support for a variety of requests

• Point of Sale (POS)/Mobile POS system (Frontend software and hardware)

• Network (WAN, LAN, VPN, Firewall, Wireless)

• Servers (Windows/Linux)

• Telephony (store, corporate systems, voice mail, fax, mobile device and carrier services)

• Desktop hardware/software support and troubleshooting (Printers, imaging, map drives, encryption, components)

• Application Support

2. Drive down store issues and offline procedures.

3. Work with and escalate third party vendors (carriers, IBM, Wincore, OKI…etc).

4. Accurately documents and reports problems using the ServiceNow ticket management system including but not limited to: Categorizing, prioritizing, and keeping incident status up to date as well as closure notes.

5. Troubleshoot supported network equipment and perform efficient resolutions to return service platforms to high stability, including cable modems, T1 and other services and technologies as needed via telephone, e-mail, web and onsite at customer locations as needed.

6. Assist with the monitoring, management and support of equipment and services provided to customers either directly or via third-parties.

7. Assist with the installation, configuration and management of network equipment as assigned.

8. Using pre-defined templates -- document Standard Operating Procedures (SOPs) for performing repeatable tasks, and create Knowledge Base articles that walk customers through the steps of using and configuring various technologies.

9. Send appropriate communications/notification to business, Shift Turnover, incident reporting, management reports

10. Activity drives and analyzes the source of problems reported, locate trends, and recommend measures that would minimize or eliminate future occurrences.

11. Help train others and document knowledge for self help.

Skills:

Help desk, Customer service, Service desk, Phone support, Active directory, Help desk support, Password reset, Windows 10, Office 365, Helpdesk troubleshooting, Support, Servicenow, Ticketing system

Top Skills Details:

Help desk,Customer service,Service desk,Phone support,Active directory,Help desk support,Password reset

Additional Skills & Qualifications:

1. The technician will interface with multiple levels of customers - to include standard users, Management, VIP’s and Technical Staff - and will communicate and operate across all support tiers, while providing updates to users regarding the status of issues and requests until resolved.

2. It would be nice to have 6 months minimum work experience on a Help Desk but not required

Experience Level:

Entry Level

o   

Eligibility

requirements apply to some benefits and may depend on your job classification

and length of employment. Benefits are subject to change and may be subject to

specific elections, plan, or program terms.  If eligible, the benefits

available for this temporary role may include the following: 

§  Medical,

dental & vision 

§  Critical

Illness, Accident, and Hospital 

§  401(k)

Retirement Plan – Pre-tax and Roth post-tax contributions available 

§  Life

Insurance (Voluntary Life & AD&D for the employee and dependents) 

§  Short

and long-term disability 

§  Health

Spending Account (HSA) 

§  Transportation

benefits 

§  Employee

Assistance Program 

§  Time

Off/Leave (PTO, Vacation or Sick Leave)