Vacancy expired!
At eXcell, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. Our client has a new opportunity for a remote, contract-to-hire Help Desk Support Technician to support 2500+ users across the country. Our client is the nation's leading provider of high-quality care and support solutions. They deliver a gold standard in care through attentive and well-trained staff. They make it possible for people to stay within their own homes and communities comfortably and safely. This position is responsible for the day-to-day operations of the IT Helpdesk for our client and their subsidiaries. This position is remote and reports directly to the IT Support Manager.Responsibilities:
- Support with daily ticket metrics and assignment standards
- Support users requests
- Work with 3rd party vendors to resolve escalated requests
- Support other team members on complex issues
- Utilize proper ticket documentation on user requests
- Routinely use computer and network knowledge to troubleshoot and find the best solution for the customer's workflow needs
- Consistently review and prioritize tickets and workload
- Work with clients over the phone to investigate issues and provide solutions
- Document calls and resolutions to ensure continuity throughout the team
- Encourage and build positive relationships and communicates effectively with all co-workers, outside customers and possibly vendors
- Knowledge of ticketing systems and workflows
- High school diploma required
- Level I support skills to assist team members
- Experience in Remote Desktop Protocol
- 1 to 2+ years of client support
- Basic networking skills, IP Address, and DNS (1 to 2+ years preferred)
- Experience as IT Support / Help Desk Technician (1 to 2+ years preferred)
- Peripheral experience, ie: Printers / Copiers / Scanners (1 to 2+ years preferred)
- Microsoft Applications Office, Excel, Outlook Office 365 (1 to 2+ years preferred)
- Experience with layer 1 switches
- Ability to multi-task with strong attention to detail
- Excellent organizational and customer service skills
- Must be a self-motivated individual with a willingness to work well with others on a regular basis
- Must possess solid analytical, communication, and technology skills
- Strong problem-solving skills, not intimated by new or complex situations