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IT Help Desk Specialist
Ref No.: 18-09058
Location: Springfield, Massachusetts
IT Help Desk Specialist
Springfield, MA
17 Month Contract

Job Summary:

The IT Help Desk Specialist provides first point of contact for all technical support issues at an enterprise level in a high volume call center environment.

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 a requirement.
Job Responsibilities:
  • 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.
  • Interpret, evaluate and resolve inquiries from customers who call pertaining to the functional operation of all installed application, hardware and software products supported by IT.
  • Provide 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 80% or more of interactions on first call, achieve performance goals, and increased productivity
Role Characteristics:
  • Exhibits exceptional Customer Service soft skills.
  • Possess strong written and oral communication 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 experience.
  • 1 – 2 years ACD, high volume call center environment experience.
  • 1 – 2 years first level Technical support experience.
  • Strong knowledge of the following supported products and platforms: Windows 2000, XP, Vista, Win7 & Windows 8 Operating Systems and Microsoft Office Suite 2003-2010.
  • Proficient understanding of Mac OSX Operating System.
  • Proficient understanding of the following mobile devices and platforms: Android and iOS.
  • Familiarity with VPN tools and remote support tools such as MS Lync, Webex, or TeamViewer.
  • Working knowledge of issues/request ticketing system preferred