Title: Desktop Support
Location: Des Moines, IA, United States
Length: Long term
Restriction: W2 or c2c
Send resumes to gowtham.reddy@msysinc.com
Description:
*** Very long term project; Initial PO till for 1 year - expect to go for 3+ years ***Onsite ***
**Full time with benefits or hourly contract position*** Need 3 verifiable references with resume
- Handle difficult situations with clients and turn them into a win for the service desk team
- Initiate trouble tickets from a service desk system
- Answer how-to questions and resolve issues related to system access and password creation/reset
- Maintain a positive outlook, be professional, and provide excellent customer service
- The Help Desk Support (HDS) resource provides technical assistance support and advice to end users for hardware, software and systems. Depending on the level, the Help Desk Support staff will provide phone support for activities such as password resets or in-person, hands-on technical assistance to business and technical users. Calls software and hardware vendors to request service regarding defective products. Talks to programmers to explain software errors or to recommend changes to programs. Talks with technical and non-technical co-workers to research problem and find solution. Calls software and hardware vendors to request service regarding defective products. Develops end user instructions Examples could be: How to manage your popup blocker or How to add a printer. Follows quality standards and displays strong customer service skills. Able to work in a team environment. Completes assigned tasks. Possesses strong communication skills; both written and spoken. Trains users on software and hardware on-site.
- HDS3
- 3 to 5 years field experience and preferred education: 4 year college degree in field of specialty or equivalent education and experience combined.
Required skills:
- 3 years of
- Ability to talk with citizens who have limited IT knowledge about their issues.
- Knowledge of remote VPN process and troubleshooting
- Ability to work with, and understand all Microsoft Office applications to assist callers.
- Knowledge of Microsoft Windows 7 & Office 2010/2013
- Must have the knowledge and ability to solve basic IT problems
- Ability and tolerance to work in an environment where phones are constantly ringing and many people are talking
- Understand and comply with State of Iowa security requirement
- Ability to enter tickets into a service desk call center application
- Relevant experience working in a technical IT call center environment.