Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.
Job Title: DCA Help Desk Support Specialist
Location: Atlanta, GA 30329
Duration: 7 Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Description:
- The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III with demonstrated competence and thought leadership capability to contribute toward the success of our business operations and improvement initiatives.
- The Helpdesk Representative III is responsible for effectively provisioning, configuring, installing, operating, documenting, maintaining, monitoring and reporting of systems hardware, software and related infrastructure performance.
Primary Responsibilities:
- Under supervision, assists clients with Tier I issues and Tier II support for issues beyond their subject matter expertise. Work and communicate with state employees, internal clients, to provide information and services targeted to meet client expectations.
- Analyze information to determine nature and extent of client requirements and concerns. May serve as liaison between clients and technical staff in implementation and development of business process automation.
- Provides ongoing operational and user assistance to address application problems, provide on-call application support and assist users with application operations.
- Responds to internal and external client concerns both remotely and to provide desk side support as well.
- Receives additional training as required, to gain full proficiency and experience in all areas. May perform clerical duties in support of the unit.
- Provides information to answers to inquiries from external clients regarding all aspects of specific program area of unit.
- Provide on-line and desk side helpdesk services for all users, to identify and resolve IT operational issues.
- Provided documented service procedures for all resolutions.
- Provide end user support (including IT Incident, Problem, or Request Tickets) for all end user-based systems(e.g., business and/or custom applications, devices).
- Demonstrate experience designing, installing and supporting workstations, and agency IT systems environment containing a blend of Windows Servers 2008-2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, business and custom applications.
- Demonstrate experience installing and supporting one or more recent Microsoft enterprise level products (Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, SharePoint 2010 or
- newer, etc.).
- Perform printer installations and toner replacement activities.
- Proactively provide KPI reports, and documentation on systems / application operations using Microsoft Office (Word, Excel, or PowerPoint)
Minimum Qualifications:
- Incumbent shall possess High school diploma or GED and 2-3 years of experience handling clients,questions, complaints, and/or providing information. Bachelor's Degree from an accredited college or university in a computer related field i.e. Computer Information Systems or Computer Science is a plus.
- Demonstrate excellent interpersonal, oral and written communication skills.
- Imaging machines (Dell/Win 10) and Inventory Management experience is desired.
- Demonstrated experience working in ITIL Service Management organization is a plus.
Additional Skills:
- Technically competent with knowledge of systems management, development and implementation methods and infrastructure.
- Demonstrated experience working in ITIL Service Management organization and ServiceNow experience is a plus. CCNA (Cisco Certified Network Associate).
- Excellent problem-solving skills required.
Qualifications:
- Vocational/Technical degree in computer applications, computer technology or a closely related area from an accredited college AND One year of experience providing software of hardware customer support
- OR High school diploma or GED AND Two years of experience providing software or hardware customer support of technical assistance to computer users
- OR Two years of experience at the lower-level Help Desk Support Specialist 2 or position equivalent.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Numbers & Facts
| Location | Atlanta, GA |
| Industry | Computer/IT Services |
| Salary | $27.50 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Skills
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