Service Desk Technician

Our client, a mutual benefit corporation headquartered in Oakland, providing health, dental, vision, Medicaid and Medicare healthcare service plans in California seeking an accomplished Service Desk Technician.

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Note: THIS IS HYBRID ROLE & ONLY W2 CANDIDATES.

*** Candidate must be authorized to work in USA without requiring sponsorship ***

Position: Service Desk Technician (Job Id - # 87245-1)

Location: El Dorado Hills, CA (HYBRID)

Duration: 6 months + Strong Possibility of Extension

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At the IT Service Desk, we deliver Customer Excellence Focused Support to our end users by Leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers. The Service Desk Support Analyst will report to the IT Supervisor. In this role, you will be responsible for the remote support to users with technical problems and information technology issues involving 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 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.

Required Qualifications and Core Job Duties

Your Role

• The IT Service Desk we deliver Customer Excellence Focused Support to our end users by Leveraging cutting-edge technology with our IT Service Management products and self-service/automated solutions for our customers.
• The Service Desk Support Analyst will report to the IT Supervisor. In this role you will be responsible for the remote support to users with technical problems and information technology issues involving 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.
• Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.
• Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.
• Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
• Provides case status updates and metric reports to management.
• Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to remote IT support.
• Increased production standards.
• Increased CSAT goals.
• Assist with knowledge article creation.
• SME for critical business function/services.
• Other duties as assigned.

Qualifications:

• Associate degree or equivalent experience preferred.
• Minimum if 1 2 years of prior Service Desk experience in a high volume IVR based call center.
• Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.
• Basic knowledge and troubleshooting of Microsoft Office 365 applications.
• MAC experience would be preferred but not required.
• High quality Customer Service skills (empathy, probing questions to gain understanding, I can attitude)
• Office 365 troubleshooting
• Virtual Desktop Infrastructure troubleshooting

Preferred Skills (nice to have)

• Microsoft Azure experience
• Active Directory experience
• Microsoft Exchange experience

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I'd love to talk to you if you think this position is right up your alley, and assure a prompt communication, whichever direction. If you're looking for rewarding employment and a company that puts its employees first, we'd like to work with you.

Bhupesh Khurana

Lead Technical Recruiter

Amerit Consulting is an extremely fast-growing staffing and consulting firm. Amerit Consulting was founded in 2002 to provide consulting, temporary staffing, direct hire, and payrolling services to Fortune 500 companies nationally; as well as small to mid-sized organizations on a local & regional level. Currently, Amerit has over 2,000 employees in 47 states. We develop and implement solutions that help our clients operate more efficiently, deliver greater customer satisfaction, and see a positive impact on their bottom line. We create value by bringing together the right people to achieve results. Our clients and employees say they choose to work with Amerit because of how we work with them - with service that exceeds their expectations and a personal commitment to their success. Our deep expertise in human capital management has fueled our expansion into direct hire placements, temporary staffing, contract placements, and additional staffing and consulting services that propel our clients businesses forward.

Amerit Consulting provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Applicants, with criminal histories, are considered in a manner that is consistent with local, state and federal laws.