Help Desk Technician
Help Desk TechnicianThe IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level.
The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems.
They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear.
When a major problem is suspected, they alert the client community and team members.
The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries.
Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required.
Job
Responsibilities:
Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume help desk call center environment Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity Role Characteristics:
Possess strong written and oral communication skills Exhibits exceptional Customer Service soft skills Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution Illustrates high attention to incident description, detail and impact Self-motivated and goal-oriented, capable of working in a fast paced and changing environment Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas Call center environment Associates degree preferred; HS Diploma/ GED requiredFor more information please contact Vijay Karney at or Since 1995, iTech Solutions Inc.
, has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.
Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.
So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience.
We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.
Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas.
Corp-to-Corp or subcontract personnel will not be considered for this position.
Recommended Skills Analytical Call Centers Communication Customer Service Hardworking And Dedicated Help Desk Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
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on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3v46h6hs59z6v5tx53', 'ExternalApply-j3v46h6hs59z6v5tx53'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems.
They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear.
When a major problem is suspected, they alert the client community and team members.
The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries.
Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required.
Job
Responsibilities:
Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume help desk call center environment Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity Role Characteristics:
Possess strong written and oral communication skills Exhibits exceptional Customer Service soft skills Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution Illustrates high attention to incident description, detail and impact Self-motivated and goal-oriented, capable of working in a fast paced and changing environment Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas Call center environment Associates degree preferred; HS Diploma/ GED requiredFor more information please contact Vijay Karney at or Since 1995, iTech Solutions Inc.
, has been providing IT Consulting and Direct Hire Services to the Insurance, Financial, Communications, Manufacturing and Government sectors with local offices in Connecticut, Minnesota, Colorado, Massachusetts, Tennessee, North Carolina, and New Jersey / Pennsylvania area.
Our recruiting strategy is simple, if you want to find qualified IT professionals then use IT professionals to find them.
So at iTech Solutions, our personnel are all career IT professionals with a wide range of IT experience.
We can honestly say our staff understands the technologies, the complexities of finding and selecting the appropriate personnel and the pressures of running successful IT projects.
Employer will not sponsor applicants for any employment visas, at hiring or in the future, including but not limited to H-1B visas.
Corp-to-Corp or subcontract personnel will not be considered for this position.
Recommended Skills Analytical Call Centers Communication Customer Service Hardworking And Dedicated Help Desk Apply to this job.
Think you're the perfect candidate? Apply on company site $('.
external-apply-email-saved').
on('click', function (event) window.
ExternalApply = window.
open('/interstitial?jobdid=j3v46h6hs59z6v5tx53', 'ExternalApply-j3v46h6hs59z6v5tx53'); ); Estimated Salary: $20 to $28 per hour based on qualifications.
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