IT Helpdesk Support

IT Helpdesk Support

Job Code: TJ_8718
Job Location: Albany, New York
Zip Code: 12211
Job Category/Title:
Employment Category: Contract - Corp-to-Corp, Contract - Independent, Contract - W2
Position Type: Mid Level
Travel Required: No
Interview Type: Telephonic
Education: Bachelors Degree
Experience: 3-5 year(s)
Job Description: Description:

• Responsible for providing technical phone based support, laptop, desktop, printer and network connectivity issues.
• Answer incoming client calls on a wired headset at your desk, average 25-40 calls per day.
• Perform initial problem determination by asking client troubleshooting questions.
• Utilize Service Manager to find appropriate Knowledge article to use.
• Document clients call and steps taken in Service Manager.
• Manage Callers time effectively.
• Use escalation guidelines.
• Resolve Call using all available resources to you striving for First Call Resolution or sending a ticket.
• Manage After call work.

Requirements:

• IT Associates, Bachelor’s degree or IT Certification.
• 1 to 3 years’ experience in a Helpdesk or Customer Service environment.
Duration: 6 Month(s)
No. of Posts: 1
Job Expiry Date: November 26, 2016
Telecommute: No
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