Requirement SourcePoint | By Innovative

 

  


Requirement Number: 5585

Recruiter Deetria Cannon
Requirement Type Contract
Requirement Category Help Desk
Location Redwood City CA
Start Date 04/30/2007
End Date 12/31/2007
Number of Openings 1
Max Pay Rate or Salary $25.70
Job Description 7- 9 YEARS OF EXPERIENCE IN THE FOLLOWING: RESPONSIBILITIES: The primary function is to resolve or escalate calls that have been entered into the support system by the Level 1 Analyst. Review problem tickets and respond to user within established standards; resolve open tickets in a timely and professional manner; following established SOP, BOP’s; manage crisis escalation and escalate calls to other support groups if tickets cannot be resolved; provide a positive customer service experience to the customer; participate in other projects as requested. COMPETENCIES: Strong customer service; strong interpersonal, organizational and communication skills; ability to work in a fast paced changing environment; understanding of Windows based applications; ability to diagnose application software and hardware problems; ability to recognize priority issues and escalate accordingly; ability to translate technical terms into non-technical language; working knowledge of: Modems and data communications, checking PC network connections; identifying and correcting memory issues; resetting network and Internet passwords; using browser and network utilities; resetting Internet proxy configurations; install and setup applications; NT navigation and directory structure; Windows disk utilities to correct common errors; network error messages to determine causes. QUALIFICATIONS: Associates degree in Computer Science or a related discipline, and at least seven, typically nine years experience in IT or an equivalent combination of education and work experience. Requires sufficient knowledge of IT operations, responsibilities, workflow processes, and procedures to resolve most inquires independently. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staffs. Primary function is to answer calls arriving at the Support Center and to accurately identify, prioritize and log the service requests within the established standards by asking accurate, concise questions in a professional and timely manner. Diagnose and resolve technical issues by assisting users over the phone and using remote administration tools. Accurately prioritize, categorize and log calls, reset network passwords, resolve print queue problems, manage crisis escalation and transfer calls to other support individuals and groups as appropriate. Install and configure computers and peripheral equipment (i.e. printers, scanners and hand held devices). Provide diagnosis and repair of hardware related issues. Track and monitor security of IT assets (track loaned/exchanged/replaced equipment). Assist in projects and other duties as needed. COMPETENCIES: Expert knowledge of Windows operating systems. Expert knowledge of Microsoft Office and Lotus Notes. Seven to Nine years experience working on MS Office and computer Help Desk. BS in computer science or equivalent experience required. Must have excellent customer service and verbal communication skills.
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