37690987
Title: Service Desk Associate I
Location: 801 Seventh Avenue, Fort Worth
Pay: 25-26/HR on W2
Must have: 26-Week Contract We have several shifts. Candidates must be able to change shifts even on Holidays, weekends, and overnight. Some shifts are 8-hour shifts, some are 10-hour shifts, and some are 12-hour shifts.
Job Summary: Service Desk Associate Level I must have strong customer service skills and possess a strong understanding of technical issues involving Microsoft's core business applications and operating systems. Reporting to the Service Desk Manager, team members will provide front-line primary technical support to all end users including Cook employees and contractors on various technical issues and problems related to hardware, software, and peripherals. Service Desk Associate Level I will provide basic technical support for password resets, VPN, Citrix, telephone, mobile devices, security, LAN and WAN connectivity. Responsibilities include documenting and resolving service tickets in a courteous, timely, and effective manner. Must be able to manage requests via telephone, walk-ins, voicemail, self-service portal, and chat. Job Responsibilities: --20% Communication: -Maintain a high standard of customer service by consistently providing users with proactive updates and maintaining professional working relationships with other IT teams, stakeholders, and executives. --20% Knowledge Base and Documentation: -Take ownership of the IT knowledge base by documenting all Service Desk processes and procedures. -This function is critical for maintaining an up-to-date and accessible resource for the entire team. --20% Process Improvement: -Proactively identify opportunities for improvement. -This includes proposing new workarounds, solutions, and process enhancements to increase the overall efficiency, quality and effectiveness of the Service Desk. --40% Ticket Management: -Acts as the primary point of contact for all user issues. -Oversees the full lifecycle of a service ticket, including accurate documentation, timely resolution, and proactive communication. null
Education: Required Education: -High School Diploma or GED.
Kindly share resume with answer:
Q1: How many years of Service Desk / Help Desk / IT support ex do you have ?
Q2: What Microsoft operating systems and applications have you supported
Q3: Have you provided support for A: Password resets B: Account access: C: VPN D: Citrix Environment