Short Description:
This is an elevated Service Desk role that is 100% phone and email support for internal and external custumers.. The technician troublshoots, resolves, documents and escalates tickets as necessary. Excellen communication and customer service is a must.
Complete Description:
Please note, this is 100% phone support as Service Desk technician
This position is initially funded for 1 year and has a high probability for extension.
This position is a first shift position.
Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.
Preferred Education: 2 year associate degree or equivalent study
Role Description:
- 100 % Support, by phone. Troubleshoot calls that involve systems, networks, telecommuncation or infrastructure issues.
-Role involves email and phone interaction using State systems for helpdesk ticketing
-Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
- Basic troubleshooting of LAN/WAN issues
-Remote troubleshooting of desktop issues
-Thorough documentation and (when necessary) escalation of all incident tickets.
-Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
- Proactive responsiveness to time sensitive issues.
Skills:
Skill Required / Desired Amount of Experience
Prior Help Desk support work (phone)
Required 2 Years
Prior experience support for telecommunications outages
Required 1 Years
Troubleshooting connectivity and network availability remotely
Required 1 Years
LAN troubleshooting
Required 1 Years
Troubleshooting MS Windows OS
Required 1 Years
Prior experience with Verizon ISP connectivity
Highly desired 1 Years
Prior experience working with Verizon to resolve connectivity over phone
Highly desired 1 Years
Prior support of telephony, network and infrastructure related systems
Highly desired 1 Years
Prior exp with HP Service Manager (ticketing system)
Highly desired 1 Years
Prior ex with Service Now (Ticketing System)
Nice to have
Where has the contractor been responsible for telecommunications troubleshooting in a helpdesk role?
What type of ticketing systems has the candidate used?