The client is looking for two (2) Help Desk I'sProvides support to end users on a variety of IT issues, including but not limited to providing password and network access assistance. Identifying, researching, and resolving IT technical issues that are reported by client employees, citizens, customers, and monitoring systems. Responds to telephone calls, email, and personnel requests for technical support. Provides support to both client employees and citizens in the access and use of client applications. Documents, tracks, and monitors problems experienced with those applications to ensure a timely resolution and ability to spot trends. Utilizes commonly used IT support concepts, practices, and procedures with a Level 1 IT support capacity. Applies knowledge of commonly used concepts, practices, and procedures within a Level 1 IT support field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising extensive independent judgment.This contracting position will work within the Enterprise Service Desk team to perform the following responsibilities:1. Provides support to end users on a variety of issues.2. Identifies, researches, and resolves technical problems.3. Responds to telephone calls, email, and personnel requests for technical support.4. Documents, tracks, and monitors the problem to ensure a timely resolution.5. Has knowledge of commonly used concepts, practices, and procedures within a particular field.6. Relies on instructions and pre-established guidelines to perform the functions of the job.Qualified candidates will have at least 6 months of prior experience with the following:Customer serviceBasic IT TroubleshootingCall center experience preferably in an IT settingTop Skills & Years of Experience:Customer Service, Basic IT Troubleshooting, Call center experience = 6 mo. experienceNice to have skills:Previous IT call center experienceNotes:This is a 24x7x365 support center which is open all Holidays and to ensure adequate coverage an occasional shift in work hours may be necessary.Shift hours; Monday - Friday 4:00pm to 12:30am with 30 min unpaid lunch. 2ND SHIFT POSITION.HYBRID role. Roughly 3–5-week training period likely onsite with a hybrid schedule after that. Hybrid schedule will be alternating between onsite one week and remote the next.
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