IT Help Desk Analyst

  • location: Waukegan, IL
  • type: Contract
  • salary: $15 - $17 per hour

job description

IT Help Desk Analyst

job summary:
Randstad Technologies is hiring and we're looking for someone like YOU to join our team! If you are seeking a new opportunity, looking to grow in your career, or you know someone who is - we want to hear from you! Take a look at the below opportunity, or feel free to visit RandstadUSA.com to view and apply to any of our open roles.

 
location: Waukegan, Illinois
job type: Contract
salary: $15 - 17 per hour
work hours: 8am to 4pm
education: No Degree Required
 
responsibilities:
Respond to all incoming contacts (phone/email/online). Document incident/request specifics in the Incident Management System. Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools. Expected resolution rate is outlined in section 6.4 Service Level Objectives. Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or ITG support team. Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Tactical Response Unit team. Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge. Participate in continuous process improvement activities, making recommendations whenever possible. Participate in project work Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies. Maintain complete confidentiality of company related business. Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested. Technical certification/diploma with 1 years experience in a technical call center, customer service team or service desk OR 3 years experience in a technical call center, customer service team or service desk. Verbal, written, interpersonal, team-building, organizational and customer service skills. Troubleshooting and problem solving skills. Support 24/7 hours of operation. Proficiency in typing

 
qualifications:
  • Experience level: Entry Level
  • Minimum 1 year of experience
  • Education: No Degree Required
 
skills:
  • Help Desk Support
  • MS Office
  • Ticketing
  • Windows (1 year of experience is required)
  • VPN (1 year of experience is required)

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.

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