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Help Desk Intermediate
Ref No.: 18-00627
Location: El Dorado Hills, California
Start Date: 07/09/2018
HELP DESK INTERMEDIATE-Contract Opportunity, El Dorado Hills, CA
$20-$24 per hour

Day to Day Responsibilities of this Position and Description of Project:
This position is for a Service Desk Technician. We are looking for someone with a couple years of experience in Help Desk Support.

Come work within a team of IT professionals who deliver Customer Excellence focused support. Leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. Empowering and advocating self-help awareness and knowledgebase use at the Enterprise level to improve customer satisfaction and productivity.
  • Responsible for the remote support to users with technical problems and information technology issues involving personal computers and network services in an advanced network environment.
  • Provides support (via telephone and chat), diagnostics and troubleshooting of computers, network services and related peripherals to local and remote access users.
  • Provides end-user support and general training in the use of various software packages and in-house developed software.
  • Provides ticket status updates and metric reports to management.
  • Develops, documents, implements and audits standard operating procedures and customer service guidelines relating to Service Desk IT support.
  • Able to function independently and produce results that meet standards of quality, timeliness and accountability. Minimal supervision and general direction.
  • Performs work that is varied and moderately complex. Implements designs or approaches developed by others following knowledgebase procedures.
  • Ability encompasses broad knowledge of concepts, practices and procedures within particular field of specialization. Generally, requires 2 to 5 years of professional experience in a Service Desk, Support Center or Help Desk related field.

Required Skills (Top 3 to 5): What do you like to see on resumes?
1. High quality Customer Service skills (empathy, probing questions to gain understanding, "I can” attitude) 1. 1-2 year Help Desk experience
2. Windows troubleshooting 2. Active Directory experience
3. Office 365 troubleshooting 3. Microsoft Exchange Provisioning experience
4. VPN troubleshooting 4. Tech degree or tech school classes
5. Remote Desktop troubleshooting 5.