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Help Desk Technician

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Location
Columbus, OH
Hourly
$17.00+
Job Type
Contract
Date
Apr 25, 2018
Job ID
2592324

JOB PURPOSE 

Provides call center help desk services, education and support of IT related systems and applications for the client base of end users. 

ESSENTIAL FUNCTIONS 

80%, Maintains call queue - actively stays logged in to support phone queue handling end user, IT related application, hardware, software and functionality issues. Creates and maintains ownership of tickets until resolved. 

10% Assists with customer application/server outage response, communication and management; the processing of customer move-add-change requests and the completion of related tasks/service calls; new user set-ups, termination requests and remote access token assignment and management. 

10% Documentation – Creates and maintains user documentation based on client needs and technical material provided and updates all relative information in the assigned call tracking/service desk software solution 

EDUCATION 

Two years of College/Technical School resulting in an Associate's Degree or equivalent 

EXPERIENCE / BACKGROUND 

2 - 3 years 

ACCREDITATION / CERTIFICATION / LICENSES 

HDI Analyst preferred 

Microsoft Office Specialist Certification preferred 

PREVIOUS JOB EXPERIENCE 

Provides Level 1 Helpdesk experience with user interaction and problem resolution 

Determines PC, network, and printer problems 

Demonstrates user experience in a large scale technology support environment