Job description

ONSITE Deskside support
Chesapeake, VA Day one onsite
Contract

Responsibilities and Duties:

• Accept & registers Service Calls
• Classify Service Calls according to the specified options
• Execute 1st attempt to solve the Service Call
• Refer Service Call to the appropriate Resolution Owner Support Group
• Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (Note: is responsible that the solution is created but is not necessarily responsible for the solution itself).
• Escalate to the appropriate management level when thresholds are violated.
• Close Service Call
• Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.
• Report about Service Calls
• Communicate response times for dispatched tickets to the customers
• Manage the entire service request process ensuring adherence to SLA
• Execute service requests such as setting up NT/Outlook accounts as per the SLA
• Process and send IT reports

Required Experience, Skills and Qualifications

Tech Skills:

• 2 years of Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center, and ServiceNow
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• Current experience with troubleshooting VPN and remote dial-in user s
• Support for laptop, desktops, printers, and apple products
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc
• Experience with troubleshooting VOIP issues
• Understanding how to read and collect log files for applications
• Experience with remotely installing software using PowerShell

Experience:

• Helpdesk: 1 year (Required)
• 2 years of remote troubleshooting experience
• 1 year of call center experience
• Current A+ certificate or relevant hands-on experience

Job Type: Full-time

Salary: $20.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Chesapeake, VA 23320: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 2 years (Preferred)

Work Location: One location

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