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Service Desk Tech

Company: TalentBurst, Inc.
Location: East Providence
Posted on: March 15, 2023

Job Description:

Job - Service Desk Tech
Location - Providence, RI (02862)
Duration - 7 months contract with possibility of extension.

Job Description
The Temp is the first line of contact into the IS Department to help clients having operational problems and system malfunctions. Provide telephone assistance to end-users that use a wide variety of system applications. Utilizes acquired problem determination skills to identify, resolve and escalate end-users problems. Provide direction to Temporary Help Desk Technicians to strengthen their problem determination. Documents all problems, status and resolutions for tracking and trending analysis.

Service Desk troubleshooting,
Level 1 or 1.5 support
A+ Certification - Is a MUST
Good Customer Service skills
Microsoft office troubleshooting
PC and Mac OS Troubleshooting
VPN, Active directory password resets,
Ability to learn in house applications

Required Skills
A day in the life of the Service Desk:

Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance.
Maintain detailed, accurate records of all transactions with our clients and other teams via ITSM tools.
Identify critical and business impacting technical issues and communicates them to appropriate resources and managers.
Maintain and supply Knowledge Base articles. Follow outlined procedures and policies as they relate to daily operation.
Track, route and redirect problems to accurate resources.
Walk customers through problem solving process.
Follow up with our customers, see problems through from beginning to the resolution.
Understand and utilize problem determination tools and techniques to identify and efficiently resolve problems.
Communicate efficiently with our clients, peers, management, and other IT staff.
Collaborate with teams to seek technical, process, and other issues in the spirit of improvement.
Deliver accurate and detailed information to senior level department personnel on unresolved issues customer service-related problems.

Top 3 skills to have: Customer Service, Phone Skills, General IT Knowledge, A+ Certified a Plus

During training On Site M-F. Once training Complete Hybrid 3 Days Onsite 2 remote.

Required Education:

  • Minimum 1-2 years' experience in analyzing end-user technical problems and Customer Service in an enterprise. Associates degree or equivalent; Technical school preferred.
  • A+ Certification Recomended
  • Network+ Certification effective.
  • ITIL foundations highly desired.
  • Work efficiently with multi-functional teams and must be flexible enough to look after different Technical skill levels, skill sets and a highly multifaceted work environment and schedules.
  • Must be customer oriented and highly cognizant of the importance of customer service and meeting service level commitments.

Keywords: TalentBurst, Inc., East Providence , Service Desk Tech, Other , East Providence, Rhode Island

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