Overnight Tier II IT Service Desk

  • location: San Antonio, TX
  • type: Contract
  • salary: $17 - $18 per hour
easy apply

job description

Overnight Tier II IT Service Desk

job summary:
Title: Overnight Tier II Service Desk Analyst
Location: Wiseman Blvd, San Antonio, TX 78251
Shift:
Overnight: 2 positions Sun week start. Sun-Thur (5x8)
Start times between 4PM-10PM
End times between 1am-7am
Mid shift: 2 positions Monday week start. Mon-Fri (5x8)
Start times between 10AM-11AM
End times between 7PM-8PM
Duration: 18 months
Pay: $17-18/hr.
- Supports Tier 2 service request and incidents
- Provide 24/7 Service Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management, and problem notification to the customer management
- Serves as the single point of contact to the customer's end users for information technology-related issues, problems and requests
- Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution
- Assist Service Desk Management with reporting, analysis, or testing tasks
- Contribute current technical information and best practices to the knowledge base utilizing KCS methodology
- Possess business acumen for all clients supported
- Perform IT Service Desk services as follows:
- Unlocking user accounts
- Resetting mail and other applicable system passwords
- Monitoring the customer's network resources via customer provided tools
- Coordinate service request for SecurID tokens used for Remote Access
- Supporting Client owned cellular phones and Smart Phones
- Creating and tracking Guest Net (wireless) access
- Performing troubleshooting on:
o Printers and Peripherals
- Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact
- Appropriate procedures will be followed for after-hours contact
Preferred Skills and Certifications
- Familiarity with Information Technology Infrastructure Library ("ITIL v3")
- Customer Service training -top shelf soft skills
- Bachelor or Associate degree in a computer-related field of study or equivalent experience
- Incident Management system skills (Remedy)
- Microsoft Certified Professional certification
- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications
Chat Support Experience with Bomgar Chat Solution a major plus
VDI Support a MAJOR plus.
Preferred Skills and Certifications
- Familiarity with Information Technology Infrastructure Library ("ITIL v3")
- Customer Service training -top shelf soft skills
- Bachelor or Associate degree in a computer-related field of study or equivalent experience
- Incident Management system skills (Remedy)
- Microsoft Certified Professional certification
- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications
Chat Support Experience with Bomgar Chat Solution a major plus
VDI Support a MAJOR plus.
For immediate consideration, please contact...
JoMarie Mercado
Technical Recruiter - Solutions

Randstad Technologies
3011 Internet Blvd, Ste 300
Frisco, TX 75034
Main: 817-615-9878 or Cell: 817-223-4260
Fax: (972) 535-1743
Jomarie.Mercado@RandstadUSA.com
www.randstadtechnologies.com
 
location: San Antonio, Texas
job type: Contract
salary: $17 - 18 per hour
easy apply

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