Service Desk Specialist (Contract to Hire)

St. Louis, Atlanta or Maumee OH, USA

Our customer is a global IT service provider offering business process outsourcing to specialized industries. Due to the increased call volume and workload as employees and customers are now working remotely, we are looking for 2 candidates to support the operations team to provide exceptional customer service and technical support on a consulting basis (which may have the opportunity to turn into a full-time role).  The Service Desk Support role is to provide a single point of contact for end-users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, and maintaining all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance.  Candidates can be located in St. Louis, MO, Atlanta, GA or Toledo, OH, but will work remotely from their home during COVID.  Shift will be a day shift of 7:30-4:30 or 8:00-5:00.

Primary Responsibilities

-        Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.

-        Manage and resolve all escalated Service Desk incoming phone calls, emails, and tickets received while maintaining a high degree of professionalism and attention to Customer Service Excellence.

-        Documents, maintains, upgrades or replaces hardware and software systems.

-        Supports and maintains user account information including rights, security and systems groups.

-        Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed.

-        Relies on instructions and pre-established guidelines to perform the functions of the job.

Primary Technical Qualifications

-        Knowledge in PC hardware configurations to include the installation/repair/troubleshooting of components.

-        Must have proficient technical skills in Windows, HP laptops and desktops, Citrix Client, Cisco VPN Client, Remote Desktop, and Wireless Network Client.

-        Ability to deliver results and to effectively manage and prioritize multiple projects and other responsibilities

-        Effective strategic thinking, problem solving, and collaboration methods and skills

-        Ability to perform complex technical analysis and work effectively in a team environment

-        General knowledge in networks to include basic TCP/IP understanding, DNS, DHCP and Microsoft

-        Minimum of 3 years of full-time technical experience that includes maintenance, repair, upgrades, enhancements, and configuration of hardware, software and operating systems in a networked environment (PC and/or Macintosh)

-        Proven experience in high-demand/high-volume situations

-        Proven experience of hands-on fixes at the desktop level. Including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications

Other Skills

-        Proficient in Microsoft Office products, including but not limited to Word, Excel, and Outlook

-        Proficient with Windows 10, Windows 7, IOS and Android OSs

-        Excellent verbal and written communication skills

-        Strong methodical problem solving skills

-        Desktop Productivity skills

-        Vendor management escalation

-        Ability to work as a team member in a fast paced environment

-        Independent worker/ self-starter

-        Process and detail oriented

-        Prior use of issue ticketing and asset management systems

-        Active Directory Users and Computers

-        VPN client applications

-        Virtual Desktop technology such as Citrix, VMware and other

-        Experience with a PC Management tool like LanDesk, SCCM, Intune or other is required

Apply for this Position
Contact Info

2600 Abbey Court
Alpharetta, Georgia 30004