Helpdesk Technician

L1- L2 Helpdesk Part-Time & Full-Time Roles

Location: Nebraska-Omaha

 

Experience: 1+ years in helpdesk or computing services - students and recent grads welcome
Positions: 20 full-time (40 hours/week), 17 part-time (20 hours/week)
Client: Will disclose over future communications (one of world's largest in BFSI space)
Hire Dates: By end of August 2018

Pay: $TBD commensurate with market

On-site IT Services Omaha NE

 

Who are we looking for?

• Effective Business Communication
• Communication in neutral accent over phone
• Operating the computer, OS and Knowledge base navigation
• Use of Ticketing tool
• Account Management / Password reset
• Active listening and probing skills
• Level 1 and 1.5 technical troubleshooting
• Analytical skills
• Remote desktop skills

 

Technical Skills:

• Real life PC problems - Expert
• Client Technical Service Awareness - Intermediate
• Relevance and use of technology in companies - Expert
• IT End Devices- Advance
• Virtual private network (VPN)- Advance
• Internet and Intranet - Advance
• Windows XP navigation - Expert
• Operating the computer - Expert
• Technical Troubleshooting - Account Management/password reset - Expert
• Technical Troubleshooting - OS - Advance
• Technical Troubleshooting - End Devices - Advance
• COTS Application - How to and basic triage - Advance
• Ticketing Tool - Advance
• MS Office - Intermediate
• Avaya/Phone Operating skills - Intermediate
• Remote Desktop – Intermediate

 

Process Skills:

• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
• Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
• Update users about request status and close request when users are satisfied with solutions
• Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase
• Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

 

Behavioral Skills:

• Good in communication
• Positive energy
• Positive attitude
• Self-learner

 

Qualification:

• Any Graduate or pursuing last year (juniors or seniors potentially) of Graduation

 

Thank you.

 

A+ Mobile Techs

On-site IT Services

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