Help Desk Technician

Duration

3

Duration Unit

Month(s)

Req Description

Description

Take inbound calls (100/day); triage calls in a timely manner to determine the complaint, the possible cause and if you are able to provide an immediate solution; or if additional assistance is required via the next tier of support.
- Log all requests into Help Desk Ticketing solution- Use Cherwell
-Work requests logged in primary dispatch queue, and other queues, as assigned.
-Prioritize calls based on severity of issue and overall ability to perform job functions.
-Maintain professionalism and offer exemplary support to all callers.
-Perform user account locks/unlocks/changes.
-Acquire additional information for requests, as instructed, to assist Tiered levels of support with resolving the issue.
-Perform all actions with a clear understanding of the duties and a sense of urgency.

Will be setting user profiles and account set up in Active Directory, they will be troubleshooting issue with Citrix VPN clients, they will be providing HW/SW troubleshooting on PC\'s, PHone Systems and field units. They will be providing network printer support and may go out to desktop for this activity in corporate environment. This team also support SAP user profile environment. They take 50-100 calls a day. High Impact and severity calls.

\*\*Would also like someone that has some light data center experience to potentially re-boot a server or lightly troubleshoot data center technologies\*\*\*

Enterprise Req Skills

Help desk,Service desk,Windows 10,Ticketing system,Phone support,helpdesk,operation systems,login issues,hardware,software,troubleshooting,customer service,itil

Job Title

help desk technician

Top Skills Details

1. 2-3 years experience on enterprise help-desk
2. Proven experiences supporting Operating Systems, Login Issues, HW/SW troubleshooting
3. Proven exceptional customer service experience
4. any experience with data center technologies like servers, routers/switches troublesshooting a huge plus.
5. AS/400 command line understanding is a huge plus, but if candidate has everything else they will train.

Experience with the following: Citrix XENAPP and VDI, Azure WVD, Okta will be increasingly important

MUST HAVE ITIL OR BE WILLING TO TAKE EXAM ON OWN EXPENSE AND PASS WITHIN 3 MONTHS TO GO PERM.

Worksite Address

commerce city,co,United States,800022

Additional Information

\*\*need to pass a drug test and background for this client\*\*

This is also the location of a service center as well as their West Coast Data Center.

Hours- Monday-Friday 7AM-4PM

Drug Test Required

true

Experience Level

Entry Level

External Communities Job Description

Candidate needs to be comfortable working alone and in a Windows 10 environment. Ideally has experience supporting AS400 systems.

EVP

Opportunity to get exposure to data center technologies.
Opportunity to go permanent with growing fortune 600 company.
Opportunity to help grow data center space in CO.

Work Environment

Cherwell Ticketing Systems
Service Center
West Coast Data Center-Active

7AM to 4PM Monday through Friday.

Team in Denver 3 level 1 TEchs and a Lead=4

No work from home schedule,

This person needs to be trustworthy and work independently. They will be the only person with access to the data center in the evenings.

Additional Skills Tags

helpdesk,operation systems,login issues,hardware,software,troubleshooting,customer service,itil

Business Qualification

Impact to the Internal/External Customer

Interview Information

Phone and in person

Why is Position Open?

Business Challenge

Need additional support person to manage the calls on West Coast so they can properly support users with issues so they can be productive and do their job and make the company money.