Location: Oneida, NY
Salary: $40,000.00 USD Annually - $85,000.00 USD Annually
Description: Company: Federal Gov contracting company
Position: 3 Helpdesk opneoings and one lead opening
Location: Oneida, NY
Duration: Direct hire/permanent
Benefits: Health, 401k match, PTO
Duties & Responsibilities:
- Conducts first line of support for all calls coming into the Call Center.
- Escalates calls to appropriate support staff in a timely and proficient manner to comply with Service Level Agreements.
- Effectively communicates with the person calling concerning the status of the call and the time a technician is expected.
- For each call that is routed through the Help Desk, creates a ticket at the time of the call.
- Makes follow up calls as required ensuring customer satisfaction.
- Contacts users regarding the best time to schedule required tasks.
Minimum Qualifications:
- A degree in Computer Science, or other related technical field, and/or equivalent experience of at least two years working in an IT environment.
- Must be able to effectively communicate with users to provide first level support over the phone.
- Must possess knowledge of Microsoft Office, Microsoft Windows 2000, and XP, and basic networking concepts (TCP/IP, DNS, cabling, wireless, etc.). Must be comfortable supporting administrator-level functionality across operating systems.
- Must have knowledge and experience with corporate infrastructure packages such as
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