L1 / Break Fix Role

Overview

On Site
$27 - $27
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

dell
hp
ms office
windows

Job Details

Flatbush Brooklyn Oniste Contract Role.

Large Organization, possibility of contract to hire

The Service Desk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support.

Requirements:

  • Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
  • Ability to utilize the applications for Microsoft Office for support, reporting and documentation.
  • Excellent oral and written communication skills.
  • Experience and good knowledge of PC and printer hardware and troubleshooting skills.
  • Ability to provide technical support over the phone; good phone skills, professional demeanor, previous customer service experience strongly desired.
  • Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
  • Ability to work with or without direct supervision.

Desired Experience:

  • Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
  • Familiarity with the principles of Automatic Call Distribution (ACD) system
  • Exceptional written and oral communication skills.
  • Create work orders with proper documentation and assign to appropriate support analyst
  • Exceptional interpersonal skills, with a focus on listening and questioning skills.
  • Support for computer hardware and software
  • When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to senior support members
  • Develop trends by monitoring and analyzing incoming calls, problems and support requests
  • Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
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