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Help desk - Minneapolis, MN
Ref No.: 17-01784
Location: Minneapolis, Minnesota
Job Title : Help desk
Job Location : Minneapolis, MN
Position Type : contract
Rate : DOE
Interview process : phone

US Citizen, Green Card and GC-EAD preferred... No Thirdpaty agencies crop to corp.

Job description

Description of Work: Supplement Enterprise Support Services-IT Service Desk during the rollout of new PCs, Microsoft Windows 10, & Office 2016 rollouts countywide.

Specific Deliverables of this engagement include the following:
  • Provide six IT Service Desk analysts who are proficient (level 2) in providing phone support Microsoft Windows 10, & Office 2016 for countywide rollout.
  • Expectation for each analysts is able to provide support based on their troubleshooting, and deduction skills and strong knowledge of the Microsoft technologies
  • Must have experience with ITIL Incident Management, Service Management, and Knowledge Management processes.
  • Ability to meet business requirements and service level targets per Hennepin County customer agreements
  • Many of our customers who will go through these changes provide critical services to Hennepin County Residents and constituents. It is imperative that we resolve issues in a timely manner, and with a high level of patience to insure a positive customer experience.
  • Provide the appropriate technical skillsets to resolve and help customers to adapt to the new technologies.
  • Demonstrate a high level of customer focused skills to insure a positive experience for all customers.
  • Three years previous IT Service Desk performing at a proficient level of experience in an IT Service Desk environment.
  • Strong active listening skills
  • Strong customer focus and very personable
  • Proven troubleshooting and deduction skills to assist and resolve customer application, navigation and technical issues.
  • Ability to recognize and adapt communications with the customers to a level the customer understands.
  • Strong communication skills both written and verbal – able to fully document all ticket documentation at the time of the call.