We have a position for a IT Tier 1 Helpdesk Technician with one of our clients in Kansas City, MO for an initial contract duration of 5 months. No third party candidates considered for this position.
Permanent Residents and all other parties authorized to work in the US without sponsorship are encouraged to apply
Job Description:
Become part of the greater Client IT Support organization as a member of the Tier I IT Support Team.
- Work on Client employee IT tickets at a Tier I level to ensure timely resolution or escalation.
- Ensure all IT tickets are worked or routed appropriately as defined by the team guild lines.
- Maintain concise documentation for tickets, knowledgebase articles, etc., across multiple systems as needed.
- Must consistently provide a positive customer service experience whether in-person, teams messaging or telephone calls with Client employees.
- Have excellent customer service skills.
- Highly skilled in time management often handling multiple tickets, emails, IMs and in-person interactions.
- Should be able to blend in and adapt to a relatively ever-shifting corporate IT landscape.
- Take a proactive approach to problem solving with minimal business impact or direction from IT Leadership.
- Work in the KC MO office to help resolve in-person technical issues or other IT related issues outside of the ticket system.
- Handle all other duties as requested by their manager.
60% - Work on and resolve Tier I level tickets within the ServiceNow ticketing platform. Help escalate IT Support tickets as needed or help reroute tickets to other applicable departments as needed.
30% - Help maintain documentation for all user facing materials, such as ticket updates, knowledgebase articles, and other IT Support related materials.
10% - Other duties as assigned by the manager within the job summary.
Additional Information/Requirements:
5 or more years of experience
- Must have excellent customer service skills in an IT technical setting.
- Must be knowledgeable in all Microsoft products and Dell computer systems.
- Experienced in working with people face-to-face or over the phone and find enjoyment in it.
- Experience in working in a fast-paced IT environment and have a willingness to be flexible when things don t go to plan.
- Must be able to work well with others within a IT team setting.
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