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Client is requiring 1 to 2 L1 to L1.5 experienced Helpdesk Technicians onsite to support users.
1 - 3 years helpdesk type support experience within a fast paced environment
Associates Degree in Information Technology or Business related field or equivalent work experience
Must have excellent English oral and written communication skills
Must be able to pass a background check & drug screening test
No Visa Restrictions as long as you are legal to work within the US.
Help Desk Support Activities:
Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s.
Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
Update users about request status and close request when users are satisfied with solutions
Level 1 to L1.5 troubleshooting mainly related to desktop/OS, mainstream & custom applications,
Duration of Contract:
6-12 months minimum
Budgeted for 18 months already with full-time hiring potential and upward mobility opportunities
Roles & Responsibilities:
Ensure adherence to client process/policies
Experience with ServiceNow ticketing system a big plus
Log Incident/Request Tickets with complete information
Respond to all incidents and service requests
Coordinate with client onsite IT support team for update on tasks assigned
Perform daily/weekly/monthly scheduled reporting tasks
Create a SOP whenever troubleshooting a new issue and keep team informed on the issue and resolution
Perform warm shift handover with engineers along with the shift SPOC (single point-of-contact)
Check schedule for maintenances and consult with the SPOC
Communication in neutral accent over phone
Use of Ticketing tool
Account Management / Password reset
Active listening and probing skills
Level 1 and 1.5 technical troubleshooting
If your skillset and experience coincide with the job requirements, you are passionate about IT and have a positive disposition towards life, please submit your resume for immediate consideration.
A+ Mobile Techs