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Help Desk Specialist 2
Ref No.: 22-34913
Location: Springfield, Massachusetts
Position: Help Desk Specialist 2
Location: Springfield, MA 01111
Duration: 4 Months with possible extension

Job Title: Help Desk Technician
Job Description:
  • The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level.
  • The Specialist guides, assists, coordinates and follows-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT.
  • They analyze simple to moderately complex inquiries and determine appropriate technical area or vendor to resolve problems.
  • They consult with Technical Advisors and IT professionals when the appropriate course of action is unclear.
  • When a major problem is suspected, they alert the client community and team members.
  • The role requires sufficient knowledge of IT operations, responsibilities, workflow processes and procedures to resolve most inquiries. Good analytical and communication skills, sound judgment, and the ability to work effectively with client and other Systems Division staff is required.

Job Responsibilities:
  • Interprets, evaluates and resolves, if possible, telephone inquiries pertaining to the functional operation of all installed application, hardware and software products supported by IT
  • The primary goal is to provide high quality, accurate and time-sensitive service to our customers in a high volume help desk call center environment
  • Is responsible for providing exceptional customer service in a call center environment and technical support by troubleshooting, triage, and management of the incident lifecycle, for all supported business groups and products
  • Utilize internally produced knowledge articles, the internet or seeks advice from peers to help resolve issues
  • Escalate issues to next level support when the solution is unknown or cannot be found within defined timeframes
  • Resolve 70% or more of incidents at first point of contact, achieves performance goals and increased productivity
  • 100 % onsite from Springfield for first 4-5 weeks training, after potential to be onsite/remote hybrid. Make sure candidates are okay to work onsite. (hours are between 7-7pm Mon-Friday with 8 hour shifts).

Role Characteristics:
  • Possess strong written and oral communication skills
  • Exhibits exceptional Customer Service soft skills
  • Demonstrates strong problem solving and troubleshooting skills to allow efficient and effective problem identification and apply appropriate solution
  • Illustrates high attention to incident description, detail and impact
  • Self-motivated and goal-oriented, capable of working in a fast paced and changing environment
  • Good analytical and communication skills, sound judgment, and the ability to work effectively with all support areas
  • Call center environment