Helpdesk Support at Quincy

Job Description

Job Summary:
As a member of the EHS/EHS Agency Call Center team, this team member is responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, products, hardware, software, access, etc in a Support Desk environment. This team member will complete all specifically assigned tasks and generally assigned tasks within the policies and procedures outlined by EHS and its agencies.

CUSTOMER SATISFACTION

• Responsible for 100% customer/user satisfaction as it relates to IT services and support.
• Can professionally work with users to lead them through effective question and answer efforts in order to properly represent their needs.
• Insure that user expectations are understood and articulated. If the user expectation is not within the guidelines, work with the user to modify the expectation or escalate to the supervisor of the Support Desk.
• Carry on-call telephone for after-hours support when scheduled if/as required.
• Responsible for timely response and support when scheduled and authorized to cover after hours support to insure continuity.
• Respond professionally and completely to all customer inquiries in a timely and efficient manner

TECHNICAL SKILLS AND ACCURACY

• Responsible for working efficiently and effectively within a call center environment or as a member of a site team as required.
• Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure.
• Effectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and concise.
• Assist users with rudimentary IT user support including but not limited to MS Office Products, Email, Active Directory, internet and intranet use, printer support, directory structure navigation.
• Assess, debug and resolve technical problems.
• Assists in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.).
• Knowledge and experience with basic security requirements, processes and requirements.
• Experienced in the use of MS Suite of products sufficient to aid users.

PROFESSIONALISM AND PERSONAL DEVELOPMENT

• Performs all duties in a respectful and professional manner.
• Performs all duties in accordance within EHS and EHS Agency policies and procedures.
• Performs all business administrative duties in a timely and accurate fashion.
• As defined in Support Desk practices, provide timely updates to users on all assigned tickets.
• Follows strict escalation procedures for problem/issue resolution.
• Assist, participate in and support project related efforts as directed.
• Perform all other duties as required and directed.
• Clearly communicate and/or escalate to their Manager , IT Operations staff, and other members of Support Services, and other concerned entities (ITD, vendors, other agencies) when necessary, regarding any IT Operations issues or disruptions (planned or unplanned) to insure clear communication and minimize user impact.
• Participate in meetings as required and directed to insure clear communication.
• Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.

METRIC ACHIEVEMENT AND ENTERPRISE SUPPORT

Respond to Support Desk calls using the help desk reporting process to insure IT services are provided in a seamless fashion to users.

Track and escalate overdue tasks, requests or tickets.

Respond within IT service level agreements to resolve open tickets to reduce end user down time.

Be responsible for carrying an equitable proportion of the teams overall call, ticket and project volume.

QUALIFICATIONS REQUIRED AT HIRE (List knowledge, skills, abilities)

Skilled in American Sign Language and use of video applications that facilitate that language

Skilled in the use of IPTTY technology, etiquette and language

Experienced in support of adaptive technologies for deaf and hard of hearing, mobility impaired, blind and site impaired

Experienced in supporting members of the deaf and hard of hearing communities in IT services

Strong working knowledge of troubleshooting IT equipment, applications and services.

Strong PC diagnostic skills.

Strong oral and written communications skill to both experienced IT users and inexperienced IT users.

Professional demeanor and strong work ethic.

Knowledge of multiple Microsoft operating systems (2003 and above), and Active Directory.

Experience with directory administration and PC administration.

Experience using remote desk top tools to support users

Experience support Voice over Internet Protocol users and environment

Experience supporting MS Office Suite.

Knowledge of and experience with the Local Area Networks (physical and logical).

Knowledge of capabilities and limitations of computer hardware (PCs, Laptops, File/Printer, servers, switches).

Knowledge of IT industry standards.

Knowledge of the principles, practices and techniques of professional writing and communication methods.

Ability to follow oral and written instructions.

Ability to understand the laws, rules, regulations, policies, and procedures, standards and guidelines governing all EHS activities

Randstad Technologies is an EOE-M/F/V/D and is a wholly owned subsidiary of Randstad Holding nv, a $20.0 billion global provider of HR services and the second largest staffing organization in the world.

Job Requirements

 
Country: USA, State: Massachusetts, City: Quincy, Company: Randstad Technologies.