Humera - Administrative and Professional Staffing

Help Desk Support Specialist

Location
Eden Prairie, MN, United States
Salary
Contact For Rate
Posted
May 17, 2017
Closes
May 26, 2017
Job Type
Employee
Employment Status
Full Time
Help Desk Support Specialist:
Humera is looking for a Help Desk Support Specialist for our client in Eden Prairie, MN. This is a 3 month contract opportunity!
Duties:
  • Act as the single point of contact to the customer for all types of IT incidents or requests during the shift
  • Enter all work as incidents or updates to existing incidents/requests in the ServiceNow System
  • Process all IT requests during shift as they arrive through email, or direct customer input and create or update an existing incident
  • Attempt to resolve incidents during initial contact for a specified amount of time
  • Assign all unresolved incidents by roles/responsibilities
  • As needed according to SLA - contact off duty IT personnel for emergencies
  • Communication with customers as required: updating incidents and progress, or notifying them changes or outages
  • Review and update other open incidents as appropriate by priority and age
    • Send update requests to incident owner
    • Contact customers who are working during the shift about open incidents using the most direct method
    • Contact other customers using email
  • Work on updating IT Knowledge base
  • Document and respond to requests for technical support on company hardware and software according to help desk service standards.
  • Maintain the integrity of Dell, Apple and other computers and devices through upgrades, support, and new technology.
  • Set up company computers and devices according to defined configuration standards and rollout as new or replacements.
  • Effectively communicate technical information to all levels of employees
  • Perform additional tasks as assigned by the Technology Infrastructure Manager.
  • Other duties as assigned

Mandatory Qualifications: :
  • Good working knowledge of current technology
    • Basic understanding of Ethernet and TCP/IP, DNS and DHCP etc.
    • Good troubleshooting skills of Current Windows and Mac OSX
  • Ability to communicate in a pleasant and respectful manner
  • Ability to write up or update incidents with technically useful information
  • Ability to work with a team
  • Ability to work with extreme attention to detail
  • Ability to troubleshoot and multi-task
Desired Qualifications:
  • One year or more of customer service experience on a IT help desk or related role
  • Technology industry certifications and/or Associates Degree in Computer Science
  • Ability to write up or update incidents with technically useful information
  • Working knowledge of help desk software, databases and remote control programs
  • Cisco, VMware, Citrix, Windows Server, Exchange, SAP, Trend, Crashplan, Smartsheet, Adobe, KACE, JAMF, Service Now, Remote Desktop or Bomgar experience is a plus Language Skills:
    The ability to interact and communicate in English with individuals at all levels internally and externally. Fluency in additional languages is desirable. Physical Demands:
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job with potential lifting and carrying computer equipment of up to 50 lbs, includes working in and around high voltage and low voltage wiring, equipment racks, and confined spaces. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Reasoning Ability:
    Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks. Work Environment:
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
    • Datacenter work environment.
    • Office environment.
    • Manufacturing facilities.
    • Warehouses.
    Hours:
    8:00am-5:00pm or 8:00am-4:30PM depending on lunch arrangements Travel Requirements:
    Expected to travel as needed. Some overnight travel possible.

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