Jr. HelpDesk (Entry Level)
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Jr. HelpDesk (Entry Level)
Ref No.: 17-06715
Location: Islandia, New York
Position Type:Right to Hire
Start Date: 02/17/2017
Title: Junior Help Desk (Entry Level)
Duration: PERM, Full time
Location: Islandia, NY
Rate/Salary: $40-45K
Start Date: ASAP
Industry: IT Computer Support Services

***Night Shift: 9PM -7PM but works Monday - Thursday (4 days a weeks instead of 5 days) *** 

Process:
PS, F2F 
 
Job Spec:
 
Responsibilities: 
  • Receive and log customer Incidents and Service Requests received by phone or email
  • Accurately classify, prioritize, and record Incident & Request details into the ticketing system
  • Providing first contact resolution when possible
  • Routing of tickets to tier-2 resolvers when necessary
  • Tracking and communications with the customer throughout ticket lifecycle
  • Ticket closing upon customer consent
  • Maintains cooperative working relationships with staff members; a good team player
  • Customer focused with an understanding of business impacts
  • Detail oriented and organized
  • Outstanding oral communication skills (English language)
  • Ability to take and provide direction
  • Good troubleshooting and customer service skills
  • Familiar with IT Service Management concepts, practices, and procedures
Technical Knowledge:
  • Use of remote support tools for diagnosis and resolution
  • Break/fix for Mac OS, Win XP /Vista/Win 7/Win 8
  • Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, Droid, printers
  • Break/fix for desktop and mobile device applications:
    • MS Office 2000, 2007, 2011, 2013, O365
    • Adobe CS Suite
    • Citrix
    • VMware
    • Web browsers IE /Mozilla/Safari/Chrome
  • Password reset and AD unlocks
  • Writing resolutions and processes and contributing to internal knowledge-base
  • Continual Service Improvement for Service Desk function
  • Other tasks assigned by management.
  • Knowledge of the ITIL framework and lifecycle
Requirements: 
  • 1-3+ year's Service Desk experience
  • Strong customer service skills
  • Technical Certifications: CompTIA, A+, MSCE a plus (not needed)
 
If interested & qualified-- Please send your most updated resume to vanessa.perez@mondo.com.
 
Thanks & I am looking forward to hearing from you!
Vanessa Perez