Req Ref No: SPDCSH1-14
Position Title: Sr Helpdesk Tech, Tier II
Job Location: Washington, DC
Duration: 1.5 months
Job Description: Description:
Face-to-face desktop support to the client internal customers ( which will include local travel to all supported the client service areas) Intercept and manage customer IT service requests via telephone, chat, e-mail, or walk-in Troubleshoot and triage service requests face to face and/or via remote access Resolve service tickets or escalate to other support entities as needed and within SLA Perform incident management to ensure trouble tickets are addressed in a timely fashion Support the client PC Refresh Program: replacing old computers with new computers provided by the client; data and settings migration from old computers to new computers; and scheduling appointments, performing QA
surveys and other administrative duties as needed.
Support computer and peripheral moves for customers moving offices or cubicle locations Open a service ticket for every customer interaction disregarding mode of
communication (email, phone, fax, or walk-in) Document calls in the Ticket Management System to ensure proper tracking and resolution.
The Support Technician/Tier 2 provides desk side support when problems cannot be resolved remotely.
The Support Technician/Tier 2 also provides the client standard Enterprise application and/or client customized application support.
Perform Tier 2 support for one or multiple systems and releases of varying levels of complexity (ranging from medium to urgent).
Ensure each reported problem is resolved in a timely manner, tracked according to standards and escalated as appropriate.
Work independently within established policies and procedures.
Communicate problem resolution and additional information to customer groups, engineering and support teams, and other IT support groups.
Communicate technical problems in a non-technical manner, to customers with varying levels of technical expertise.
Act as escalation point for the Tier 1 support.
Troubleshoot desktop, laptop, printers when needed May be responsible as “primary” support analyst for the client custom Applications.
May be responsible as “primary” support analyst for the client standard Enterprise Applications.
Provide six hours of phone support each week Provide Special Event support that includes after hours on-site pc and laptop set-up Provide on-call support once every
eight week s Provide Mon-Fri coverage to include holiday support Update the WIKI knowledgebase on a daily basis
Supplemental Duties :
Minimum two (2) certifications: CompTIA A+; MCSE (Microsoft Certified Systems Engineer); MCDST (Microsoft Certified Desktop Support Technician) Dell
Certified Technician ITIL (Information Technology Infrastructure Library)
Minimum 3 to 5 years experience in a high profile and fast-paced Help Desk/Desktop Support environment required.
Demonstrate expertise in Microsoft operating systems.
Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Office Project and Office Visio
Experience with Microsoft Exchange An aptitude for providing positive customer service.
Experience within a Desktop Helpdesk.
Good communication, problem solving and technical writing skills.
An in-depth knowledge of relevant operating systems, applications,printers and other hardware required.
Displays courtesy and sensitivity Manages difficult or emotional customer situations Meets all commitments
Responds promptly to customer needs Solicits customer feedback to improve service Use internal knowledgebase
on every interaction Provide knowledgebase content on a weekly basis
Flexible working hours 5 days per week, 6:00a.m.
7:00pm, rotating oncall support for evenings, weekends, and holidays.
Required Skills: Help Desk/Desktop support
This is an onsite assignment and remote work is not allowed. The client will not allow any extended time off during the duration of the project.
Please respond to me with a copy to email@example.com along with your resume, hourly rate, current employment status, availability, contact details and a convenient time for you to talk to us.
If you qualify for the position, we will be requesting you the following –
1) Exclusive authorization from you to represent your resume to our Client
2) 2 Professional References
Kindly disregard this mail if the above job description is not suitable for you or if you are not looking out for new opportunities at this time. Please feel free to refer anyone you know who may be interested and qualified for this position. If you refer anyone, we will thank you with a referral bonus if your referral is hired.
VIVA recruiting team invites you to join VIVA Staffing Group on LinkedIn.
Group Link: http://www.linkedin.com/groups?about=&gid=3952666&trk=anet_ug_grppro
Thanks & Regards
VIVA USA INC.
IT Staffing & Solutions Firm.
Headquarters address: 3601 Algonquin Road, Suite 425, Rolling Meadows, IL 60008.
Tel: 8478010352 Fax: 847-483-1317
Please visit us on the web at www.viva-it.com