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Helpdesk Support

TekWissen LLC

Green Valley, CA

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JOB DETAILS
SALARY
$30–$30
SKILLS
Analysis Skills, Asset Management, Business Solutions, Call Monitoring, Cancer, Communication Skills, Computer Maintenance, Computer Networks, Computer Operations, Computer Science, Cost Control, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Quality, Database Administration, Database Technology, Desktop Hardware, Desktop PC, Diversity, Documentation, Establish Priorities, Fitness, Hardware Evaluation, Hardware Upgrades, Healthcare, Help Desk, Hospital, Incident Management, Information Technology & Information Systems, Knowledge Base, Maintenance Services, Multitasking, Nonprofit, Operational Strategy, Organizational Skills, Policy Development, Presentation/Verbal Skills, Primary Care, Printers, Problem Solving Skills, Procedure Development, QoS (Quality of Service), Software Upgrades, Team Player, Technical Support, Telephone Skills, Testing, Time Management, Trouble Tickets, Voice Mail, Workforce Management, Writing Skills
LOCATION
Green Valley, CA
POSTED
1 day ago
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. This client is a locally based, nonprofit healthcare organization. Their health system includes two hospitals, a 100-provider primary and specialty care medical group, a cancer center; and a new medical fitness center.
Job Title: Helpdesk Support
Location: Green Valley, CA 94534
Duration: 1+Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Description:
Job Summary:
  • Primary responsibilities include responding in an appropriate manner to incoming calls for help from all computer users in the organization; analyzing calls to develop an understanding of the nature, importance and urgency of the problem; accurately documenting calls and/or service requests in a problem-tracking database system; personally resolving called-in problems or assigning those problems to the appropriate in-house staff member or outside vendor; assigning appropriate due dates; tracking problem calls using an Incident Management application to ensure solutions are arrived at in a timely manner; and follow-up with users to ensure their satisfaction with the quality and timeliness of service provided.
  • Responsibilities also include the Computer Operations tasks necessary to ensure system availability and data integrity for many business critical systems and applications.
  • This position requires a technical aptitude, experience with a wide range of PC and network-based information systems and excellent problem-solving skills to interpret user-reported problems and assign responsibility for resolving those problems to the most appropriate technical support resources.
  • Excellent communications skills, both oral and written, are necessary to work effectively with computer users and with I.T. staff and vendors, as the job entails communicating throughout the day with people who have varied levels of understanding and skills relating to I.T. functions.
  • The Help Desk Support I incumbent will provide and promote superior customer service at all times.
Job Responsibilities:
  • Answers all Helpdesk calls and logs the call completely into an Incident Management application.
  • Ninety (90) percent of workday is spent on the phone; available to receive customer calls, create trouble tickets from the Helpdesk email queue and monitor Self Service requests.
  • Ensures customer contact information is current in Incident Management application.
  • Provides answers to simple frequently asked questions.
  • Updates and maintains knowledgebase as needed.
  • Analyzes and resolves call remotely if possible.
  • Triages the call, gives the caller a trouble ticket number and routes the ticket to the appropriate support staff if unable to resolve.
  • Manages the problem/request by escalating according to procedure, following up with support staff, logging the resolution, confirming customer satisfaction and closing the call.
  • Receives call or request, logs, resolves, escalates and closes call or service request meeting departmental guidelines.
  • Monitors Helpdesk email hourly as defined in departmental policies and procedures.
  • Monitors Helpdesk voicemail hourly as defined in departmental policies and procedures.
  • Recommends and participates in the implementation of changes to policies, procedures, protocols and PC standards as needed to improve efficiency and cost effectiveness of PC operation within the organization.
  • Manages end-user desktop remotely.
  • Maintains asset management database according to department policy for all I.T. maintained hardware.
  • Assists with change practices for desktop software and hardware including evaluation, testing and implementation of new or upgraded software and hardware.
  • Performs occasional field work in end-user community for common maintenance such as replacing phone cords, clearing printer errors, disconnecting/reconnecting equipment, etc.
  • Performs other duties as required.
Required Skills & Experience:
  • At least Two (2) years of experience working on PCs, networking, Computer Operations or Help Desk support.
  • Proven customer service skills with demonstrated ability in these areas.
  • Strong customer service, technical, analytical and organizational skills.
  • Ability to organize, prioritize and manage multiple tasks under pressure while maintaining a positive and professional manner.
  • Demonstrates the True North values consisting of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.
  • Demonstrates a commitment to service excellence including professionalism, customer focus, compassion, strong listening skills and a warm demeanor.
  • Consistently exhibits empathy, optimism, resourcefulness and cultural competency in interactions with others.
  • Extremely open to learning new things and teaming with others in a collaborative environment.
  • Proven track record of conducting oneself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment.
  • Able to communicate effectively both written and verbally with all organization employees and outside vendors while promoting superior customer service.
  • Must present a professional image at all times.
  • Demonstrates performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
  • Ability to work under pressure with speed and accuracy.
Required Education:
  • Associate's degree in Computer Science. OR
  • Four (4) years of equivalent work experience.
TekWissen Group is an equal opportunity employer supporting workforce diversity.

About the Company

T

TekWissen LLC

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.



COMPANY SIZE
100 to 499 employees
INDUSTRY
Computer/IT Services
FOUNDED
2009
WEBSITE
http://www.tekwissen.com/

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