Help Desk - Mason, OH - Merge IT
Mason, OH 38120
About the Job
Our enterprise-level client in Mason, OH, has a need to hire several onsite IT Helpdesk Analysts. Please see below for full details—
Job Notes:
--6+ month contract / extendable and likely to go perm with good performance.
--Onsite in Mason, OH
--Shift = Sunday - Thursday / 8pm -5am
--Training is 6 weeks and will occur during core Mason hours of 8am - 5pm
--Drug, Background, & Fingerprinting check required.
--Pay Rate = $15-16 w2 per hour
--Seeking applicants with a minimum of 1 year of prior IT helpdesk experience.
Summary of Tasks:
--Accept inbound requests via phone, chat, email and ticket queues
--Record and process incidents and service requests according to process specifications
--Communicate with users to understand issues and provide solutions
--Document and resolve incidents according to process specifications
--Forward incidents which cannot be resolved to downstream support groups according to process specifications
--Initiate escalations according to process specifications
--Work collaboratively supporting team via Skype/Lync
--Assist with training and supporting fellow agents
--Average expected time on task between 4 to 12 minutes
--Expected resolution rate between 50% - 80%
Experience & Skills:
--Basic understanding of computer technology and IT support
--Experience in customer service ideally gained in a customer facing environment
--English proficiency in both verbal & written form
--Must be culturally sensitive; appreciate cultural differences
--A+, Network +, HDI and/or Microsoft certifications a plus
--ITIL v3 a plus
Basic knowledge of computer technology:
--Windows Client
--Microsoft Outlook
--Microsoft Office (Word, Excel, PowerPoint)
--Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
--PC hardware
--Basic understanding of networks
Knowledge of the following a plus:
--Windows Active Directory and domain concept
--Enterprise mobile device knowledge
--Fixed network telephones and VoIP telephone support
Soft Skills Profile:
--Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
--Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
--Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
--Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
--Ability to work well under pressure, set priorities and comfortable making quick decisions
Why Choose Merge IT?
We have a team of talented and ambitious professionals that drive growth by identifying and delivering top quality IT talent for our Fortune 100, enterprise-level clients (aka ‘Big Name’ - think big banks, big pharma, etc.).
We would love to connect with you! Follow us on social media and be the first to know about open positions, career advice, and insider tips and tricks. Find us by searching @MergeITLLC on Instagram, Facebook, or Twitter or paste this link into your browser: https://compiled.social/MergeITLLC
Merge IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Nothing in this job posting guarantees employment.
Job Notes:
--6+ month contract / extendable and likely to go perm with good performance.
--Onsite in Mason, OH
--Shift = Sunday - Thursday / 8pm -5am
--Training is 6 weeks and will occur during core Mason hours of 8am - 5pm
--Drug, Background, & Fingerprinting check required.
--Pay Rate = $15-16 w2 per hour
--Seeking applicants with a minimum of 1 year of prior IT helpdesk experience.
Summary of Tasks:
--Accept inbound requests via phone, chat, email and ticket queues
--Record and process incidents and service requests according to process specifications
--Communicate with users to understand issues and provide solutions
--Document and resolve incidents according to process specifications
--Forward incidents which cannot be resolved to downstream support groups according to process specifications
--Initiate escalations according to process specifications
--Work collaboratively supporting team via Skype/Lync
--Assist with training and supporting fellow agents
--Average expected time on task between 4 to 12 minutes
--Expected resolution rate between 50% - 80%
Experience & Skills:
--Basic understanding of computer technology and IT support
--Experience in customer service ideally gained in a customer facing environment
--English proficiency in both verbal & written form
--Must be culturally sensitive; appreciate cultural differences
--A+, Network +, HDI and/or Microsoft certifications a plus
--ITIL v3 a plus
Basic knowledge of computer technology:
--Windows Client
--Microsoft Outlook
--Microsoft Office (Word, Excel, PowerPoint)
--Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
--PC hardware
--Basic understanding of networks
Knowledge of the following a plus:
--Windows Active Directory and domain concept
--Enterprise mobile device knowledge
--Fixed network telephones and VoIP telephone support
Soft Skills Profile:
--Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
--Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
--Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
--Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
--Ability to work well under pressure, set priorities and comfortable making quick decisions
Why Choose Merge IT?
We have a team of talented and ambitious professionals that drive growth by identifying and delivering top quality IT talent for our Fortune 100, enterprise-level clients (aka ‘Big Name’ - think big banks, big pharma, etc.).
We would love to connect with you! Follow us on social media and be the first to know about open positions, career advice, and insider tips and tricks. Find us by searching @MergeITLLC on Instagram, Facebook, or Twitter or paste this link into your browser: https://compiled.social/MergeITLLC
Merge IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Nothing in this job posting guarantees employment.
Source : Merge IT
