Help Desk Support

  • location: Eden Prairie, MN
  • type: Temp to Perm
  • salary: $18 - $23 per hour

job description

Help Desk Support

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:
  • Support
  • Customer Service

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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