Provide second-level functions and escalation support for the IT Service Desk including computer, workstation, hardware, and software installation, troubleshooting, and repair.
Locations (2)
Baltimore, Maryland, United States
Plano, Texas, United States
Compensation
Base Salary Range USD $24.90 - USD $31.00 /Hr.
Responsibilities
Provide second-level functions and escalation support for the IT Service Desk
Manage and oversee specific IT Service Desk functions and projects
Achieve goals in support of SLA’s, client satisfaction surveys, and completed incidents/requests
Oversight for end user, queue monitoring for ticket submissions
Oversee IT ticket escalation process
Requirements
Associate’s degree in Information Technology or related field
Information Technology certifications
Nice to have: Bachelor’s degree in Information Technology
Provide first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
Locations (2)
Schofield, Wisconsin, United States
Wisconsin, United States
Compensation
Compensation: $17.00 - $24.00 per hour
Responsibilities
Provide first contact support of incoming requests to the service desk via telephone, web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
Prioritize incidents and service requests according to defined processes to meet defined SLAs.
Use remote tools and diagnostic utilities to aid in resolving support requests.
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
Installing and configuring hardware and software components throughout various network infrastructure devices.
Providing Level 1 technical support for Fire systems.
Responsibilities
Coverage of Technical Support Helpdesk phone & e-mail for EU team.
Document all interactions with the customers and support the development of internal documentation.
Handle internal and external customer related issues and concerns through approved communication channels.
Active involvement in developing the internal/external article database, by constantly creating/updating new and existing articles, with the purpose of facilitating technical information and procedures to customers and being utilized by all team members for solving customer queries.
Prepare and run product tests, document and report results
Requirements
Nice to have: previous experience in a technical support environment
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