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IT Helpdesk support specialist
Ref No.: 18-03497
Location: Eugene, Oregon
Position Type:Full Time/Contract
Timesheet Submission Frequency:Weekly
Invoice submission frequency:Monthly
Timesheet Instructions for Consultants:Time/Expenses are to be entered on Kaygen s JobDiva Portal
  • Job Title – IT Helpdesk support specialist
  • Duration – 3 to 6 months
  • Location – Eugene, Oregon
  • Start date – Mid May 2018
  • Pay rate – $ 55 to $60/Hrs. range
  • Working status – VI preferred | VD on contract mode only with immediately joining
Looking forward to get atleast 1 submission from each one of you by today EOD.
Title : Helpdesk Support Specialist for Eugene
Position Summary
This position provides end user technical support to Eugene AP location. The position is responsible for first level problem determination, problem incident recording, and problem resolution or escalation in the region/location. Supported products and services include networks, clientserver systems, PC desktop and laptops hardware, desktop application software, peripheral and mobile devices, and others as identified by IT Management. This position reports to the Regional Director of Information Technologies and/or local agency lead.
  • 90% Resolve computer support problems reported to the HelpDesk
  • Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
  • Uses diagnostics skills for problem identification.
  • Utilizes customer service skills. Courteously obtain and convey concise problem information for external and internal service personnel.
  • Provide accurate and timely logging of problems and resolution for problems in the Systems Management platform.
  • Document solutions to the Systems Management platform in some way others can benefit from your work and experience in the future.
  • Escalate problems as appropriate following Help Desk procedures.
  • Act as a liaison between users and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
  • Work as directed by local manager.
  • 10% Training and Quality Improvement
  • Maintain current knowledge of user operating systems and applications.
  • Learn to use Systems Management and other system tools effectively.
  • Technical reading to maintain awareness of current industry trends and threats.
  • TBD As Needed for Project work
  • Participate in IT projects as directed.
Other details:
  • Experience and Skills Required
  • Ability to effectively communicate by phone or in person.
  • Demonstrated writing ability.
  • Demonstrated analytical and troubleshooting skills.
  • Shows initiative and acts independently within established structure to resolve problems.
  • No travel is required at this time.