TMACUL

OFFER Service Desk Technician

Blog Post created by TMACUL Champion on Apr 6, 2017

Elite Logic 

 

Service Desk Technician<< Open Positions
Id: 46261
Location: US-AZ-Phoenix
Employment Type: Contract  (3 months)
Compensation: $33 / Hour
Job Description
Title: Service Desk Technician (Information Technology)
Location: Phoenix, Arizona
Duration: 3 Months
Rate: $ 33/ Hour
• No Visa Sponsorship.
• No Out of State Candidates



The following responsibilities and core skills are expected for every Service Desk Technician:
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
• Respond to queries either in person or over the phone
• Respond to email messages for customers seeking help
• Ask questions to determine nature of problem
• Walk customer through problem-solving process
• Support of disaster recovery solutions
• Acts as liaison between business communities and IT
• Document all Service activity and system maintenance documentation in CA Service Desk Manager
• Communication with customers is required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Work with other Service Delivery teams to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• Appropriately escalate service requests that require higher levels of technical support
• Stay current with system information, changes and updates

KNOWLEDGE, SKILLS, & ABILITIES

• Candidate should be knowledge of a range of remote administration and diagnostic utilities
• Candidate must have experience working in an ITIL-driven environment with working knowledge of ITIL principles and processes
• Candidate must have exceptional knowledge of Microsoft Operating Systems, Microsoft Office Suite including assisting on Office 365 issues towards resolution, including Outlook/Exchange
• Candidate must have strong knowledge and experience with CA Service Desk ticketing system and BMC Remedy ticketing system
• Candidate must have ability to independently troubleshoot new technologies as they emerge (including software)
• Candidate must have excellent oral and verbal skills and able to interact with all levels of the organization.



Minimum Education
• Associate or bachelor’s degree in computer science or a minimum of 4 years of equivalent work experience working within a help or service desk environment

Outcomes