Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is with one of our clients who is a global information technology company that provides high-performance and industry-focused solutions integrated with leading-edge security to clients in government, financial services and commercial markets. Their offerings include security software and, services, digital transformation and workplace services, industry applications and services, and innovative software operating environments for high-intensity enterprise computing.
Position: IT Customer Support OR IT Help desk OR IT Desk side OR Entry Level
Location: Salt Lake City, UT, 84120
Duration: 1 Month
Job Type: Contract
Work Type: Remote
Immediate Hiring
Job Profile Summary:
Advises and assists users over the telephone, email or chat to resolve incidents related to hardware, software, network connectivity and peripherals.
Screens, diagnoses, researches and resolves user issues. Maintains passwords, data integrity and file system security for the desktop environment.
Provides onboarding support of new associates, including laptop and/or desktop configuration, system access and security clearances.
Documents service requests and dispatches orders to support groups for problem resolution.
Provides quick response to ensure maximum uptime of all users and to meet or exceed Service Level Agreements (SLAs).
Key Responsibilities:
Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
Escalates complex problems to other resolver teams or vendors.
Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.
Key Qualifications
:
High School Diploma or GED required
May require technical certification or Associate Degree
Generally, 1-2years’ experience in area of responsibility.
Communication will be via Teams and Outlook. Meetings are conducted remotely as this is a face-to-face role. New agents need to get used to using is their feet and their mouth because they're going to be walking around talking to folks face to face. Will need to be able to manage an iPad, manage a checkout system, and manage a like root-based map system. It's not exactly all pen and paper. Someone does need to be able to use a cursory level of technology to succeed in the role. Training will be provided for first week.
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