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Help Desk Support Technician II
Ref No.: 19-02351
Location: Saint Paul, Minnesota
At eXcell, you’re more than just a number. Our employee relationship managers support you throughout your engagement, provide career guidance and reemployment assistance. Join eXcell!
 
Wanted: A highly motivated Help Desk Technician to provide Tier 2 phone support to end users and field technicians in a corporate environment.
 
Top 2 Must Have Skills:
  1. Phone Support experience
  2. Knowledge of current Microsoft desktop operating systems
Work Schedule: Mon-Fri with varied shift assignments (9am-6pm; 10am-7pm). Occasional overtime will be offered.
 
Overview:
  • Receives, prioritizes, and actively resolves end users’ help requests to maintain SLA expectations while documenting the process
  • Works with field technicians to provide support and guidance to enable them to maintain SLA expectations
  • Collaborates with the internal team to develop solutions through analysis of existing processes and proactive recommendations for improvements
  • Documents, tracks and monitors the problem to ensure a timely resolution
  • May involve use of problem management databases and help desk system
  • Typically reports to a supervisor or manager
  • May lead and direct the work of others
Qualifications:
  • 3 to 5 years of experience in the field or related area
  • Excellent Customer Service skills required
  • Ability to effectively and efficiently troubleshoot technical problems
  • Knowledge of current Microsoft desktop operating systems
  • Knowledge of computer and printer hardware
  • Knowledge of ServiceNow
  • Must be resourceful and able to take initiative in a dynamic environment
  • Willingness to step up to the challenge
  • Ability to work flexible hours to support the program’s needs
  • May require an Associate's Degree in a related area
 
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.