Help Desk Representative at CornerStone TTS

Help Desk Representative

Type: Long-term Contract (Full-time)
Location: Richardson, TX
Work Setting: Onsite

Position Overview:

CornerStone Technology Talent Services (TTS) is seeking a skilled and motivated IT Help Desk Agent to join our team in Richardson, Texas. This full-time, long-term opportunity is perfect for an individual who excels in providing real-time support, troubleshooting, and ensuring first-call resolution for a variety of IT-related queries. The ideal candidate will have strong technical skills, particularly with Microsoft Office Suite and Genesys Help Desk software, and will be experienced in servicing a diverse workforce, including foreign nationals.

Key Responsibilities:

• Real-Time IT Support: Provide specialized, real-time IT support to employees via multiple communication channels, including phone calls, voicemails, and email (Outlook).
• Help Desk Management: Utilize Genesys Help Desk software to track and resolve technical issues, ensuring high levels of customer satisfaction and first-call resolution.
• Technical Troubleshooting: Assist employees with technical issues related to Microsoft Office products, particularly Outlook, Word, and Excel, ensuring seamless workflow and productivity.
• Data Management: Maintain and update organization charts, associate rosters, and other related data as required.
• Compliance Support: Identify and escalate any legal or compliance-related issues through proper channels to ensure adherence to HR policies and regulatory requirements.
• USCIS and HR Processes: Review and process documentation related to US immigration (USCIS) and assist with HR-related queries, ensuring accurate and timely filing and adherence to legal standards.
• Administrative Tasks: Schedule meetings, manage phone calls, and perform other administrative duties as needed to support the IT Help Desk function.

Preferred Qualifications:

• Proficiency in using Microsoft Office Suite, particularly Outlook, Word, and Excel.
• Hands-on experience with Genesys Help Desk software.
• Strong ability to troubleshoot and resolve technical issues efficiently.
• Experience in servicing foreign nationals and managing related documentation.
• Familiarity with USCIS processes and HR compliance is highly preferred.
• Exceptional organizational skills and keen attention to detail.
• Strong communication skills, both written and verbal, with the ability to interact effectively across all levels of the organization.

Ideal Candidate Profile:

The ideal candidate is a proactive problem-solver with a strong technical background, especially in using Microsoft Office products and Help Desk software like Genesys. You should have a track record of providing real-time IT support and achieving first-call resolution, along with experience in handling sensitive documentation related to US immigration and HR processes. If you are detail-oriented, highly organized, and comfortable working in a dynamic environment that involves interacting with foreign nationals, we would love to hear from you.

Kindly no C2C for this opportunity.