IT Help Desk support

Our direct client is looking for IT Help Desk support. The candidates must be local to Louisville. Training period is 3-4 weeks onsite at Louisville KY Office. Remote work begins post training,

Please send me resume, rate and time to discuss

PURPOSE OF THE POSITION
•       Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)
•       Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000+ stores

POSITION FUNCTIONS
Handle inbound events – 90%
•       Handles Level 1 inbound calls/chats and accurately log interactions within the company’s incident management system
•       Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
•       Escalates problem tickets within department guidelines when unable to resolve
•       Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures 
Manage non phone/chat duties – 10%
•       Assist with Alerts and Self- Service Incidents
•       Follow up on unresolved incidents

Autonomy & Supervision:
    - Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
    - Work is typically reviewed in detail at frequent intervals for accuracy.

KNOWLEDGE AND SKILL REQUIRED
EDUCATION:  
•       Some College preferred or equivalent experience
•       Preferred A+, CCNA, or Net + Certifications
EXPERIENCE: 
•       Preferred customer service experience (1-2 years)
•       Skills and Other Requirements:
•       Flexible work schedule
•       Beginner organization skills
•       Beginner oral and written communication skills
•       Beginner problem solving ability
•       Beginner understanding of computer concepts (PC fundamentals, Operating systems)
•       Ability to type 30 words per minute