job summary: Our client, a major insurance organization in the northwest suburbs of Chicago, is in need of a REMOTE Service Desk professional for their global team. This person can sit anywhere in the country. The ideal candidate will have exprience troubleshooting, breakfixing and a number of other technical support issues remote/telhonically . location: Rolling Meadows, Illinois job type: Contract salary: $18 - 25 per hour work hours: 7am to 3pm education: Associates responsibilities: Responsible for basic-to-intermediate PC software and/or hardware systems support, primarily via telephone with additional e-mail and self-service activities as needed. Requirements May require an associate degree or its equivalent of 2 or more years related professional experienceAbility to follow well defined processesProficiency with Microsoft Office products (i.e. PowerPoint, Word, Excel, Outlook, SharePoint, and Visio) and Acrobat Pro Technical aptitude and troubleshooting skills requiredOutstanding communication, interpersonal skills and ability to interact with all levels of an organizationPossess strong organizational skills and attention to detailAbility to manage stressful periods and work effectively in a fast-paced environmentAbility to multitask, prioritize and complete assigned tasksMust be self-motivated and able to work with minimal supervisionMust be able to work in a team environment and assist team members with fluctuating workloadMust be excellent in customer service delivery abilities Desired Skills 2 or more years of experience in the following technologies, not limited to but preferred: Call Center/Service Desk Practice; Microsoft SCCM, Active Directory, Cisco IP Phone Solutions; Printing SolutionsWindows 7 proficiencyExudes professionalism when interacting with all levels of an organization Analyze data, recognize problems, and draw logical conclusionsExperience in IT operations and process management Ability to translate technical information into business languageKnowledge and understanding of ticketing applications and workflow (Remedy preferred)Demonstrates abilities to troubleshoot and isolate problems between networks, hardware, and other applications Receive telephone calls from end users having problems using computer software and/or hardware or inquiring how to use specific software, hardware, or operating systems. Escalate all unresolved calls to higher support levels.Determines root cause and provides accurate, creative, and timely solutions to ensure end-user productivity. Provides a basic level of hardware troubleshooting, repair and installation on specified products to end-users.World Class customer service in all activities facing end users and team membersCommunicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles. Diligently follows standard Service Desk operating procedures; accurately logs all service desk contacts using the Incident Management tracking softwareFlexibility to backfill for peers when coverage is needed. Including holidays, weekends etc.Informs leadership, customer, and other service desk analysts of problems and progress. Participates in projects that enhance efficiency of end user services.Adapting to constantly changing call volume and remain productive during idle timeMultitask during busy times, exercise patience and professionalism during stressful situationsAttends training sessions and assists in cross training in order to acquire and maintain knowledge of relevant software, hardware, product offerings and support policies at the PC Help Desk.Prioritization derived from end user and business scenariosExcellent communication skills with the ability to communicate effectively via documentation, telephone, and e-mail; and with customers and peers in varying roles. Good problem-solving skills and organizational skills; and an understanding of process.Reference, contribution, and submissions related to the service desk knowledgebaseSupport, troubleshoot and maintain various IT Network resources/devices for end users such as IP Cisco Phone, Verba Recording Software, and Aruba Remote Devices qualifications: Experience level: ExperiencedMinimum 2 years of experienceEducation: Associates skills: microsoft office25 calls or more per dayActive directorySCCMticketing systemservice deskHelpdesk 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. For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.