Hi,
Need: Helpdesk Support
Rate: $10/phr
Location: Florida {LOCALS}
EAD, Green Card, US Citizen
The IT Call Support Associate possesses broad knowledge of the functions of
their group as well as Firm procedures. He/she works on assignments requiring
the use of specialized skills, analytical and/or problem solving capabilities.
Is familiar with and understands concepts and terminology associated with daily
responsibilities. Applies explicit rules, policies and procedures to routine
decisions. For tasks that go beyond daily responsibilities, requires
instruction, direction or guidance from others. Works under supervision.
Operates as a contributing team member.
Contributes to the daily business operations of an office(s) or region.
Primary responsibilities of this role may include:
� Troubleshoots and resolves or routes problems presented via telephone by
client and support personnel
� Researches problems which cannot be immediately answered; follows up with
caller until final resolution
� Manages the expectation of the caller, and provides good customer service at
all times
� Effectively and regularly submits knowledge documents
� Logs service requests and resolutions to call tracking database
� Gives instruction on use of supported products
� Effectively applies knowledge and experience to ad hoc situations
� Interfaces effectively with people at all levels of the Firm
� Demonstrates knowledge of available resources within the Firm
� Demonstrates knowledge of applications and platforms currently utilized by
the Firm
� Displays sense of ownership, initiative and enthusiasm
� Maintains own proficiency through continuous learning, product testing and
other professional development activities
� May be responsible for project-related tasks involving technical
documentation and oral presentations
� Creates SERs
� Follows all SOPs (ticket handling, attendance, dress code, etc)
� Required to carry a cell phone and be on call for Disaster Recovery and
Crisis Management events. Some evenings and weekends could be required on
occasion.
� Other duties as assigned \
Experience with VPN or connectivity support are a requirement.
This position is in the Systel Focus Area. Good Customer Service and Schedule
Adherence skills required. Proposed schedule may be 10-7, but subject to change.
Thanks and Regards,
Raj
Technical Recruiter
Aim Computer Consulting
N. Laurel Park Drive, Suite #513,
Livonia, MI 48152
Tel: (734) 591-3562 Ext:1+ 175
Fax: (734) 418-2598
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