job summary:
SCHEDULE: Monday - Friday 1 pm - 10 pm.
TOP REQUIREMENTS: - 3 or more years of Technology Support experience, including advanced level of triaging
- 1 or more years of experience with maintenance and operations (M&O) support
- Excellent customer service and soft skills
Required: - Bachelor's Degree or higher level of education or relevant experience
- 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP
- 3 or more years of experience in a customer service role
- 3 or more years of Technology Support experience, including advanced level of triaging
- 1 or more years of experience with maintenance and operations (M&O) support
- Experience with MS Office (including Word, Excel and PowerPoint)
- Ability to communicate professionally both written and oral
- Excellent customer service and soft skills
Assets: - Information Technology certifications preferred
- Information Technology Infrastructure Library (ITIL) certification preferred
- Computing Technology Industry Association A+ certification a plus
- Certified Information Systems Security Professional (CISSP) a plus
- 1 or more years of experience with monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite preferred
- Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)
- Call Center experience preferred
- Intermediate knowledge of monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite
location: Eden Prairie, Minnesota
job type: Contract
salary: $18 - 23 per hour
work hours: 3pm to 12am
education: No Degree Required
responsibilities:
- Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment
- Troubleshoot applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed
- Follow all escalation procedures according to service level agreement
- Use remote control tool to assist end users when needed
- Provide an accurate record of each call in incident management tracking tool
- Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function
- Act as a technical resource to others to resolve problems, issues, errors or related
- Anticipate customer needs and proactively identifies solutions
- Plan, prioritize, organize and complete work to meet established objectives
- Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.
- Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.
qualifications:
- Experience level: Experienced
- Minimum 2 years of experience
- Education: No Degree Required
skills:
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.