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Helpdesk Specialist II in Huntsville, AL at The Select Group

Date Posted: 10/24/2018

Job Snapshot

Job Description

HELPDESK SPECIALIST II SUMMARY:
Our client is looking for Helpdesk Specialists to work on contract. There are several different work sites available for this position.

HELPDESK SPECIALIST II REQUIREMENTS:

  • Must be able to pass a MBI (Minimum Background Investigation)
    • 5 year background check, up-to-date on paying taxes, US Citizenship
  • 5+ years of customer service support
    • Pleasant personality, patience with clients, and comfortable working on the phone most of the time
  • Troubleshooting experience, ticketing experience, use of Active Directory
  • Experience with LAN based application SW and experience supporting COT packages.

HELPDESK SPECIALIST II PLUS SKILLS:

  • A+CE, CCNA Security, Network CE, or other 8570 Certifications
HELPDESK SPECIALIST II RESPONSIBILITIES:
  • Perform remote work of installs, configurations, upgrades, troubleshooting
  • Maintain Information Technology systems including workstations, peripherals, software, scanners, laptops, and printers.
  • Receive, respond to, and ensure complete resolution of any Enterprise Service Desk contacts; document actions taken, give needed guidance and/or training to customers to prevent recurrences; and assist Service Desk specialists in resolving Complex problems.
  • Perform remote work in working the web queue inventory.
  • Provide telephone customer support, as required.
  • Ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
  • Ability to assist multiple customers at a time when possible.
  • Ability to open and monitor status of trouble tickets and add pertinent information to the Automated trouble ticket system(KISAM) to include steps leading to resolution.
  • Ability to perform basic network functions and troubleshoot systems.
  • Have knowledge of business operations as related to an Enterprise Service Desk environment and systems.
  • Troubleshoot and resolve end user hardware and software problems.
  • Provide updates, as appropriate, to Knowledge Articles that are no longer accurate.
  • Open and monitor status of trouble tickets and add pertinent information to Automated Trouble Ticket system ,including steps leading to resolution.
  • Perform basic network functions such, as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, add and remove systems from the domain, etc. as well as coordinate with the other service providers according to the Knowledge articles to troubleshoot customer's issues.
  • Adhere to all Customer Service Support (CSS) policies and processes.
  • Adhere to an average handle time of 20 minutes; then follow the escalation process.


About The Select Group:

We are TSG - a fast-growing technical services firm serving the U.S. and Canada. We open doors to diversified prospective employers who respect and value your ambitions, your pursuit of a meaningful career, and your particular skill-set. We offer interview guidance, an impressive referral program, and partner with you to find work that drives you. Learn more about us in our company overview video, or visit us at http://www.selectgroup.com. Sign up to receive weekly job alerts in your inbox by joining the TSG Talent Network.

We have the privilege of impacting lives, so let us impact yours.

The Select Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.