Job Title

Help Desk Technician Contract through end of 2024Check out the role overview below If you are confident you have got the right skills and experience, apply today.Key ResponsibilitiesActive DirectoryOffice 365Windows experienceJob DescriptionEfficiently intake and resolve 60% of assigned tickets and service requests using defined, repeatable processesListen and empathize with a wide-ranging customer base and provide helpful solutions and/or educate users with IT related issuesPolitely and efficiently probe to obtain understanding of the incoming callers issue or questionCorrespond (written, verbal, electronic) with customers in a professional and friendly mannerDocument customer interactions in a systematic, detailed, and accurate mannerHandle sensitive and confidential information in accordance with department standards and protocolsCollaborate actively and regularly within the Infrastructure Services team and across the broader IT organization in order to provide the best possible service to end usersEducationAssociates degree or equivalent experience is requiredExperienceTwo (2) years of progressive, relevant information technology experienceQualificationsProficient in using IT Service Management/Service Desk ticketing tools and can effectively create/search/modify IT Incidents and Service Request tickets in the ITSM systemAbility to analyze and troubleshoot issues using Knowledgebase articlesAbility to educate end users and perform basic troubleshooting for Outlook, Internet Explorer, and SkypeTyping proficiency of 40wpm or greaterWorking knowledge of Microsoft Office, Outlook, Word and ExcelHas fundamental knowledge of specific technologies and processesSolid oral and written communication skillsSolid collaboration skills in working together with all members of the teamActs on, and displays commitment to, self-developmentDeveloping sound judgment in performing tasks and proactively contributes ideas to help improve existing processesDeveloping skills necessary to solve simple problemsDeveloping analytical skills used when working with dataDeveloping in offering suggestions regarding improvements or enhancements to current tasks, assignments, and projectsDeveloping proficiency in understanding project management methodologies and practices, process and data analysis, and ITSM activities