Ref ID: 01720-#######326
Classification: Help Desk
Compensation: $17.00 to $20.00 hourly
Meet the physical and sensory requirements stated below and be able to work in the described environment.
Single point of contact for all users supported by IT.
Delivers world class customer service by positively engaging with each customer in a professional, empathetic, and friendly manner to ensure a consistent high degree of satisfaction.
Responsible for troubleshooting, problem solving, and resolving incidents and service requests.
Provides clear, detailed, and concise documentation in the computerized tracking system by including troubleshooting / resolutions steps and proofreading for spelling / grammar to guarantee high quality work
Accurately prioritize, categorize, escalate and manage incidents and service requests by impact to business or established SLA s.
Provide level 1 support by identifying the caller’s needs, logging, and following known processes and best practices to identify a solution; if a solution cannot be found escalate issues to level 2 support staff using established departmental procedures.
Ensure 100% of requests and incidents are triaged and logged in the Service Management System of Record (FootPrints).
Resolve at least 70% of assigned ticket without escalation.
Administration of Computer systems including Windows and Mac.
Identifies repetitive patterns of technical issues, knowledge / resolution opportunities and communicates suggestions to leadership to increase department knowledge and education.
Demonstrated technical aptitude with Active Directory, MS Exchange/Office 365, Connectivity configuration experience (HTTP, SSL, FTP/Secure FTP, web folders, telnet), Active-Sync (mobile configuration), DNS and basic TCP/IP troubleshooting tools, Computer Imaging, Voice of IP Telephony systems.
Maintain established documentation, procedures and other knowledge bases.
Maintain user help, procedures and other documents. Provide training for teams in other departments, answering technology questions as needed
Proficient with MS Office Applications.
Remote desktop support.
Windows Server (all versions).
Various server environments.
Complex LAN/WAN environments.
Microsoft Exchange / Hosted Exchange.
Network protocols (TCP/IP, LDAP, Domain, DHCP, DNS, etc.).
Other special projects and duties, as assigned.
Technology doesn’t change the world. People do.
As a technology staffing firm, we can’t think of a more fitting mantra. We’re extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.
Leader among IT staffing agencies
The intersection of technology and people it’s where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you’re looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.
We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.
Apply for this job now or contact our branch office at 888-###-#### to learn more about this position.
All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.
Tagged as: management [...]
Source: Jobs2Careers - Jobs & Careers
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