We have a 3 month contract for a Service Desk Agent. This position is onsite in Sacramento, CA. This contract will be from November 2, 2026- February 12, 2027 and will not be extended.
location: Sacramento, California
job type: Contract
work hours: 8am to 5pm
education: No Degree Required
responsibilities:
- Answers
and responds to all inbound calls and tickets from end-users for our
client's IT Services and support.
- Handles
end-user issues or requests with professional and customer first
attitude.
- Utilizes
hands-on technical skills to diagnose and resolve all tickets at the IT
Service Desk (e.g., First Call Resolution) prior to escalating to
level-2 or above IT support staff.
- Analyzes
and resolves all desktop application software and/or hardware incidents
and requests from end-users based upon the Service Level Agreements.
- Follows
up with reported incidents to ensure they are resolved, requests are
filled, and follow-up communication back to the customer/end user is
completed.
- Maintains
ownership throughout the process until ultimate resolution of the
request or incident.
- Establishes
and develops relationships with other IT team members through frequent
communication and collaboration.
- Creates
and documents all support calls from the end-user community into the
service desk tool - Ivanti
- Logs
and tracks Incidents and Service Requests from creation through
resolution stages.
- Contributes
and coordinates updates to the Knowledge Article database within the
Remedyforce platform that improves the IT Service Desk to resolve
customer(s) issues more effectively (e.g., First Call Resolution)
through Self-Service portal.
- Follows
procedures to install, upgrade, configure, and maintain network devices,
network printing, directory structures, rights, user environment,
software, file services and related security issues.
- Assists
with software, and data communication services such as personal
computers, system software, applications, printers, servers, modems,
switches, cabling, and Internet service.
- Tests
and implements policies and procedures related to network hardware and
software acquisitions, use, support, and security.
- May
Assist in testing and implementation of a disaster recovery plan.
- Performs
office administration and facilities support.
- Facilitates
IT purchase order process from creation to completion.
- Performs
other duties and projects as assigned.
- Other
duties as assigned
qualifications:
Qualifications:
3
years' experience in a help desk environment, or customer service
involving technology support preferred.
ITIL
/ ITSM working practices related to Service Desk operations.
Enterprise
applications such as JD Edwards, Citrix, In house built (CRM) Customer
relationship management, Time Entry (TCP) time clock plus, Report
writing tools (ShowCase and Insight/Hubble), LexMark printers, Shortell
phone systems.
Current
developments and trends in areas of expertise.
Computer
programs, including Microsoft Office suite of applications, Adobe
Acrobat, Webex Meeting Center, and cloud-based applications.
Purchase
order processing.
High
school diploma or GED required.
Bachelor's
degree preferred.
Job Responsibilities
Answers
and responds to all inbound calls and tickets from end-users for our
client's IT Services and support.
Handles
end-user issues or requests with professional and customer first
attitude.
Utilizes
hands-on technical skills to diagnose and resolve all tickets at the IT
Service Desk (e.g., First Call Resolution) prior to escalating to
level-2 or above IT support staff.
Analyzes
and resolves all desktop application software and/or hardware incidents
and requests from end-users based upon the Service Level Agreements.
skills:
data communication,database,computers,IT Services,Internet service,modems,servers,network devices
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
