Helpdesk L2
Company: TEKsystems, Inc
Location: Santa Ana
Posted on: January 12, 2021
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Job Description:
Description: Duties: This position is the critical first line of
support for our customers primarily internal customers. You will be
providing timely support for PC/Laptop, hardware, peripherals,
mobile devices and software/applications [including some of which
are proprietary; hosted on prem and/or cloud based], by responding
to and diagnosing problems via phone, self-service and chat. It may
be necessary to escalate to network services, information security,
desktop architecture or other ---next level--- teams. We are a
Knowledge-Center-Service organization. Your track record in KCS
---UFFA---, initial problem recognition, and quick determination of
appropriate resolution or escalation while ensuring an excellent
customer service experience supports your success on our team.
Joining our dynamic, fast paced work environment is an excellent
career step for you. First American offers competitive benefits
both personal and professional. Your accountabilities will include:
Support customer inbound requests through phone, self-service and
other channels as developed by Service Desk. Provide accurate and
creative solutions to customer problems to ensure quick restoration
of customer productivity. If the issue cannot be resolved within a
certain timeframe, proper escalation is crucial. Acquire and
maintain current knowledge of relevant environments (software and
hardware) and support policies in order to provide accurate
solutions to customers. Assist in the developing and maintaining of
a problem resolution knowledgebase. Available to do After Hours
support --- weeknights and weekends. Assist in maintaining Help
Desk e-mail, by reading, opening/documenting information into
tracking tickets and escalating to proper person or department.
Provide user administration and application support for supported
applications Escalate User rights issues and employee setup issues
to application Administrators Document all calls in ticketing
program. Must be flexible with work hours depending on volume. The
Service Desk hours are 5:30am-6:30pm Pacific. 100% remote, any
location Available to do occasional After Hours support ---
weeknights and weekends as needed. Deskwork / Answering Trouble
Tickets via Web or Phone 100% Temp to Perm potential Recruiter must
upload Service Desk Checklist for each candidate with resume
submission (see attachment) Skills: Two year technical degree or
equivalent work related experience required .2-4 years previous
experience working in a help desk or service desk environment.
Excellent customer service skills Good communication, problem
solving skills and telephone etiquette. Ability to use Service Desk
standards and follow guidelines, as well as help others interpret
policy. MAGIC Training or previous customer service training
desired. Desktop experience: MS Office 2016 Professional Products,
Windows 7, Windows 8, Windows 10.Internet Explorer 9, 10, 11., and
other Browser experience Familiar with Cisco VPN, Service Now,
Cisco VoIP and Soft Phone a plus Hardware support, HP/Kodak/Canon
Printer, Scanners, and Rightfax. Mobile device support. IOS,
Android. Minimum typing 40WPM A certification preferred Microsoft,
HDI, KCS and/or ITIL certifications A a plus Skills: Helpdesk,
Phone Support, Service Now, KCS, Knowledge-centered-support, UFFA,
ServiceNow, Service Desk Top Skills Details: 1. Excellent customer
service skills and communication with ability to do 100% phone
support (At least 2-4 years of experience, preferably at a larger
company) 2. Ability to handle 30 tickets a day (phone, email and
chat) Someone with ServiceNow experience is preferred as this is
their ticketing method. 3. KCS and UFFA - We are a
Knowledge-Centered-Support (---KCS---) organization. It is expected
that all will follow the KCS ---UFFA--- (Use it, Flag It / Fix It,
Add It) process to identify the problem in order to quickly
determine the appropriate solution or if needed to escalate to the
appropriate department to ensure an excellent customer service
experience Additional Skills & Qualifications: Must be flexible
with work hours depending on volume. The Service Desk hours are
5:30am-6:30pm Pacific. 100% remote, any location What I need to
submit: Updated resume (Please leave candidate contact info on it
--- I need candidate email/phone too) Last 4 SS Month/Day of BDAY
Interview Questions: Previous experience Review work history
Technical specific information regarding the tasks you did Role
Play an issue for a 400 error on a website a customer is trying to
access "5 W's". Who What When Where Why Experience Level: Entry
Level About TEKsystems: We're partners in transformation. We help
clients activate ideas and solutions to take advantage of a new
world of opportunity. We are a team of 80,000 strong, working with
over 6,000 clients, including 80% of the Fortune 500, across North
America, Europe and Asia. As an industry leader in Full-Stack
Technology Services, Talent Services, and real-world application,
we work with progressive leaders to drive change. That's the power
of true partnership. TEKsystems is an Allegis Group company. The
company is an equal opportunity employer and will consider all
applications without regards to race, sex, age, color, religion,
national origin, veteran status, disability, sexual orientation,
gender identity, genetic information or any characteristic
protected by law.
Keywords: TEKsystems, Inc, Santa Ana , Helpdesk L2, Other , Santa Ana, California
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