Job Details: Helpdesk
| Job Title: | Helpdesk |
| Job ID: | AP-001 |
| Company: | Mansai Corporation |
| Position Type: | Contract |
| Pay Rate: | $50,000 max |
| Skills: | Call Center exp., IT |
| Date Posted: | May-19-08 |
Duration: 12 months
Need a Help Desk candidate with excellent telephone skills and IT background for trouble shooting at our clients site in Laurel, MD. Duration: through June 2009.
He/She will be responsible for Tier I and Tier II levels of helpdesk support in a three-tiered Information Technology Call Center of our clients serving approximately 1,450 users in local and remote locations.
- He/she is responsible for resolving technical and IT related Service desk issues of moderate to high levels complexity, including those escalated from other team members. Responsibilities under this role will be to follow-up on support issues with dissatisfied customers; track and maintain all issues in a Call Center tracking system; report on Service desk operations, SLAs and issues regarding the support of Information Technology resources; and assisting fellow team members with support issues.
- As a member of the Service desk team, the Technician is responsible for assuming ownership of issues and ensuring the effective tracking of issues from initial report to final resolution ** regardless of the cause, systems affected, or internal escalation functions.
- Helpdesk support spans a broad range of issues from software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, the Helpdesk Technician must demonstrate an aptitude for staying abreast all technologies in use within the organization.
- The individual in this position consistently demonstrates quality customer service and professionalism and is familiar with the field**s concepts, practices, and procedures and is able to rely on their experience and judgment to plan and accomplish goals under moderate supervision.
- As an IT professional, the Helpdesk Technician contributes to achieving the IT Departmental Work Plan and actively supports development and execution of Commission-wide Annual Action Items.
- Ensure that timely, accurate, and complete assistance to employees in the areas of PC & peripherals support, software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, according to set Service Level Agreements and IT procedures.
- Ensure that all calls and issues are properly documented into a trouble ticket database from initial report to final resolution, regardless of the cause of issue, systems affected, or escalation.
- Stay abreast with changes to all major business applications, business workflows, and changes to operating systems that may affect the user community.
- Author the IT FAQs, knowledgebase articles, and instructions about how to address commonly experienced technical issues relating to configuration, hardware, networking and applications. Help to ensure the proper support coverage in the department at all times.
- Perform other duties as assigned and support information sharing among team members.
Advanced knowledge of one or more operating systems, including Windows (required), UNIX, and mainframe operating systems.
- Advanced knowledge of computer hardware and software as well as general office equipment including copiers, faxes, scanners, etc.
- Knowledge of HP Service Desk or equivalent, Change Management, or Asset Management applications.
- Knowledge of ITIL methodologies to proactively monitor infrastructure.
- Technical understanding of the current desktop operation system, including installation and configuration knowledge.
- Knowledge of network troubleshooting within a client/server setup.
- Knowledge of metrics based reporting and trending.
- Good customer service skills, including excellent phone skills and ability to troubleshoot problems over the phone.
- Self-motivated and willing to take initiative to proactively solve problems.
- Strong verbal and written communication skills.
- Innovative yet flexible thinker and a team player.
Qualifying Education, Experience, and Certifications:
The individual we are seeking will satisfy all or substantially all of the following:
- Bachelor's Degree in Computer Science, Information Technology or related field, OR three (3) additional years of relevant professional IT experience.
- 3 to 5 years of progressive helpdesk support experience in a hands-on Call Center environment for a large corporation.
- Demonstrated experience in providing full-service helpdesk support ranging from areas of PC & peripherals, software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, according to set Service Level Agreements and IT procedures.
- Previous experience using one or more of the following: HP Service Desk or equivalent, Change Management, or Asset Management applications.
- Experience with ITIL methodologies to proactively monitor infrastructure environments.
| Location: [rss] | US-MD-Laurel |
| Telecommute: | No (Onsite Position) |
| Contact Name: | Puja.s |
| Contact Phone: | 646-405-0023 |
| Contact Email: | puja@x-istech.com |
| URL: | http://www.mansai.com |
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Contact Comments:
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| Prefer to communicate by mail first. | |
Principals only. Recruiters, please do not contact this job poster.
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