Desktop Support Technician

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Kforce Technology Staffing
Contract W2, Temp
Competitive
Work from home not available Travel not required

Job Description

RESPONSIBILITIES:
Kforce has a client that is seeking a Desktop Support Technician in Hazelton, Pennsylvania (PA).

Summary:
The Help Desk Technician will provide a consistent and continually developing level of high quality, level one call center (primary) support for technology related issues, along with quality, expertise delivered desk side support for any hardware, software or application layer support, which utilize multiple technology platforms (Windows, OSX, IOS & Android). You will provide guidance and support for hardware, software and application issues submitted by the associate and advisor base; or escalate higher level issues to advance team.

Essential Duties:
* Acts as the initial contact for technical support calls, emails and voicemails directed to the Solution Center
* Provides 1st level Desk Side support for both hardware and software related issues
* Logs all calls into the ServiceNow (CRM) and provide routine follow-up, for calls not closed on 1st contact

Significantly contribute to team standard SLAs including:
* Initial response time
* Abandonment rate
* 1st level closure
* Resolves all issues or escalate unresolved, complex or critical technical issues to the appropriate 2nd/3rd level suppor
* Maintains ownership of issues ensuring service levels and customer satisfaction are met
* Assesses Severity 1 calls and effectively implement crisis management procedures
* Schedules warranty work with vendor for hardware issues throughout the organization
* Identifies and documents the root cause analysis and resolution in the SC knowledge base
* Stays abreast of current technologies and products supported by the Solution Center along with new technology being introduced to our clients and environments

REQUIREMENTS:
* Experience in customer support, help desk support, or hands-on technical support of computing equipment
* Must have the ability to multitask
* Successfully completes regulatory and job training requirements

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status

Posted By

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Company Information

Kforce is a professional staffing and solutions firm specializing in the technology areas of application development, project management, business analysis, enterprise data management and infrastructure for commercial and government organizations. Kforce has been matching job seekers and employers since 1962. We are committed to having a meaningful impact on all the lives we serve and offer exciting job opportunities across the United States. Kforce specializes in providing strategic partnership in the areas of Technology and Finance & Accounting. Our staffing specialists work to understand your career goals and offer career advice in order to help you become a more marketable technology professional. Your success is our mission. Gain meaningful connections with your skills and our network.
Dice Id : kforcecx
Position Id : ITAQG1872157
Originally Posted : 2 months ago

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