Service Desk Associate I

37690987

Title

Service Desk Associate I

Location

801 Seventh Avenue, Fort Worth

Pay

25-26/HR on W2

Must have

26-Week Contract We have several shifts. Candidates must be able to change shifts even on Holidays, weekends, and overnight. Some shifts are 8-hour shifts, some are 10-hour shifts, and some are 12-hour shifts.

Job Summary

Service Desk Associate Level I must have strong customer service skills and possess a strong understanding of technical issues involving Microsoft's core business applications and operating systems. Reporting to the Service Desk Manager, team members will provide front-line primary technical support to all end users including Cook employees and contractors on various technical issues and problems related to hardware, software, and peripherals. Service Desk Associate Level I will provide basic technical support for password resets, VPN, Citrix, telephone, mobile devices, security, LAN and WAN connectivity. Responsibilities include documenting and resolving service tickets in a courteous, timely, and effective manner. Must be able to manage requests via telephone, walk-ins, voicemail, self-service portal, and chat.

Job Responsibilities

--20% Communication

-Maintain a high standard of customer service by consistently providing users with proactive updates and maintaining professional working relationships with other IT teams, stakeholders, and executives.

--20% Knowledge Base and Documentation

-Take ownership of the IT knowledge base by documenting all Service Desk processes and procedures. -This function is critical for maintaining an up-to-date and accessible resource for the entire team.

--20% Process Improvement

-Proactively identify opportunities for improvement. -This includes proposing new workarounds, solutions, and process enhancements to increase the overall efficiency, quality and effectiveness of the Service Desk.

--40% Ticket Management

-Acts as the primary point of contact for all user issues. -Oversees the full lifecycle of a service ticket, including accurate documentation, timely resolution, and proactive communication. null

Education

Required Education

-High School Diploma or GED.

Kindly share resume with answer

Q1

How many years of Service Desk / Help Desk / IT support ex do you have ?

Q2

What Microsoft operating systems and applications have you supported

Q3

Have you provided support for A

Password resets B

Account access

C

VPN D

Citrix Environment