Job Details

  • ID#45407517
  • Address 02139 , Cambridge,

    Massachusetts

    Cambridge USA
  • Job type

    Contract

  • Salary USD $18 - $20 18 - 20
  • Hiring Company

    Sunrise Systems, Inc.

  • Showed03rd September 2022
  • Date02nd September 20222022-09-02T03:00:00-0400
  • Deadline01st November 2022
  • Category

    Technical support

Desktop Support Specialist

  • New workers starting on assignments will be onsite at the Client Site: Provides opportunity for in-person training and mentorship from fellow team members
  • Workers to be assessed for hybrid work model: Workers will be assessed based on criteria such as training completion, grasp of training material, ability to work independently and meeting assignment metrics
Are these Web chat positions or the more customer-focused IT Help Desk positions? Customer-focused IT Help Desk positions. What are the words per minute that you would like to see for these candidates? Minimum of 35WPM. Do you usually ask for a Associates or Bachelor's degree? Or have you been seeing candidates without either? No degree requirement but preferred; any computer related certification qualify as well. Please submit candidates with 1 year help desk/customer service experience. What shift will these positions be for? Shifts are TBD. Their core schedule will be Monday through Friday, starting between 7am-9am. What are the top personality traits or skills sets that make a contractor successful? - Windows Microsoft application experience - Troubleshooting IT related issues (preferably with call center experience) - iOS (iPhone, iPad) application support and troubleshooting - Computer networking experience, including LAN, Wi-Fi, printers, and peripheral device – Driven to help and support clients with outstanding customer service.Provides client desktop support with basic level technical understanding and capability (Tier 1) in Microsoft Operating Systems, Microsoft Office Suite and computing in an enterprise network environmentIn Tier 1 technical scope, effectively troubleshoots desktop and mobile computing devices, network and peripheral issues; identifies and engages needed resources to remedy problems; Diagnoses and resolves technical issues that require in-depth analysis, such as application, hardware, and software problems; Takes appropriate action (e.g., phone calls, pages, emails, etc.) to contact responsible support personnel to handle system wide events (e.g., system outages, software rollouts, down servers, application failures, etc.)After-hours analysts provide support after core hours. Contacts On-call support for urgent issues on applications used by clientsAdministers active 2-way communications and 'knowledge transfer' within assigned team/function, both planned/advance notice and real-timeFosters strong Teamwork culture intra and inter , with team staff, colleagues, partners and stakeholdersCreate/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents Must be able to follow through on assigned tags to completionAssesses and ensures process and work conforms to existing policies, standards and guidelinesCorrelate multiple customer issues identified with alarms / alerts received to eliminate duplication of eventsMonitor network devices, interfaces and applications through intelligent devices and automated programs across the client enterprise for alarms/alerts received from incidents, unauthorized or failed changesManage alarms and alerts received from existing monitoring programs using previously defined business rulesCompleting documentation of service requests within established time framesMinimum Qualificationso High School Diploma or equivalento 1 year of IT service/help desk operations experienceo Complete service requests and troubleshoot computer and device problems via the telephone & web channelso Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environmento Strong client customer skillso Ability to learn quickly and transfer essential knowledge to team memberso Capable analytical skillso Teamwork is essentialo Strong communication skillso Demonstrates work quality and efficiencyo Open and adaptable to changeo Passion for safetyDesired Qualificationso Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.o 1 year of general customer service experience in retail, or call center sales or service roleo IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installationo Qualitative and quantitative analytic & problem solving skillso Ability to learn new concepts quicklyo Organizational skillso Advanced verbal and written communication skillso Proficient in Microsoft Excel and Wordo Is able to work independently or as part of a teamo Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IPo Adheres to Work Instructions and/or processes as defined in Run - Books and Playbookso Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline

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