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MS-Help Desk Support II
Ref No.: 13-02475
Location: Clark Summit, Pennsylvania
Start Date / End Date: 12/02/2013 to 02/28/2014
Experience Level: (2 - 4 years). Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associates degree in a related area or 0 - 1 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Agents have an expected resolution rate between 60% - 85%. Average expected time on task between 10 to 45 minutes.

Software a Help Desk II agent or will need to troubleshoot can be related but not limited to the following:
Windows XP
Windows 7
Lotus Notes
Remedy Action Request System
Blackberry Desktop
Blackberry Devices
Marimba
MS Office Multiple Versions
VPN
ACE Server
Avaya IP Agent
Windows Share & File permissions
Internet Explorer
Sametime
Home networking

Good communication skills.
Ability to troubleshoot issues over the phone with an end user.
Ability to work in a dynamic team environment
Experience with WIndows7 and Office 2010 products preferred.
1-2 years of experience in an role preferred.

The end client is migrating from Lotus Notes to Office 365. We are anticipating a significant increase in work load. Most shifts 8-5, but may need to stagger ie 7:00a -4:00p, 8:00a-5:00p, 9:00a-6:00p