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Information Systems Tech D
Ref No.: 18-00037
Location: Melbourne, Florida
Position Type:Full Time/Contract
Start Date: 01/03/2018
Note to Suppliers: (MUST be flexible to work all shifts, holidays and weekends if needed (this will take place after they are fully trained in about 3 months))
This is a new req with 3 open positions.  Candidates need to live within a commutable distance from Melbourne; within an hour.  Include the answers to the interview questions with your submittal.

Job Description:  
Service Desk Tech – (Candidate must be able to work shift 1,2 or 3 and be flexible)
We are looking for a customer service oriented IT Technician to provide technical support to our internal and external users in an efficient and accurate manner.  You represent the Harris IT organization and your goal is to make sure the customer experience and solutions are maintained to the standards set by Harris. 
Main Job Tasks and Responsibilities
  • Provides Service Desk Services that meet or exceeds the initiatives identified by Harris
  • Supports incoming calls for approximately 23,000 internal employees to meet Service Level Goals
  • Ability to work in fast paced environments and adapt quickly to changing situations
  • Flexibility and able to work after hours (Shifts 2 or 3Weekends and Holidays
  • Commitment to maintaining the highest standard of customer service is essential with outstanding oral and written communication
  • Strong problem-solving and trouble-shooting skills
  • Follow Standard Operating Procedures
  • Maintains Internal support documentation and Website content
  • Identify and escalate situations requiring urgent attention
  • Respond to requests for technical assistance via Phone, Email or Chat
  • Diagnose and resolve technical hardware and software issues
  • Log all Service Desk Interactions via Service Management System
  • Follow up with customers to ensure issue has been resolved
  • Participates on project initiatives
  • Support training of new team members and provide on-going training.
  • Support Disaster Recovery Plan
 Interview Questions:
  1. Does this person have excellent oral and written communication skills in English?
  2. Years of Service Desk Support Center experience?
  3. How employees were supported by the service desk? (There are approximately 23,000 internal employees at Harris)
  4. Are they flexible and able to work after hours (Shifts 2 or 3Weekends and Holidays?
  5. Are they accustom to maintaining internal support documentation and Website content?
  6. Have they responded to requests for technical assistance via Phone, Email and Chat?
  7. Have they diagnosed and resolved technical hardware and software issues?
  8. Have they logged service desk interactions via a Service Management System?
  9. Have they supported training of new team members and provided on-going training?
  10. Have they supported a Disaster Recovery Plan?
  11. Do they have a degree in Information Technology? (Preferred, not required)
  12. Do they have any of the following certifications (preferred, not required):
    1. ITIL V3 Foundations?
    2. HDI?
    3. A+?
    4. Security+?
    5. Network+?
  13. Do they have working knowledge of fundamental operations relevant to the following:
    1. Hardware?
    2. Enterprise Software:
  14. Networking:
                                                           iv.      Mobility support for (iPhone, Android)?
  1. Yeas of working knowledge of an IT Service Management (Remedy or Service Now)?  (Preferred, not required)
Are they a technical professional with a minimum of 5 years of experience in IT Customer Support role?