It desktop support specialist
Location
Massachusetts | United States
Job description
Duration: 3 months contract (with possible extension)
Employment Type: W-2
Note: Looking for someone from MA, RI, CT, NH, VT
Job Summary:
- The IS Customer Support Center (CSC) Specialist Sr. services customers as well as mentors and guides a team of 5 – 8 IS CSC Support Specialists, providing guidance, mentoring, training, and on call support. The IS Customer Support Specialist Sr. works with management to adhere to ITIL Incident and Problem Management standards, exceed customer service level agreements (SLAs), and to overcome challenges impacting the team’s ability to meet those goals.
- The IS Customer Support Specialist Sr. performs under the general supervision of the Team Leader and Manager while working with IS CSC Specialists, and peers in all company areas to provide IT service management and support to end users as well as identify, design and implement process and procedure changes to support the business, as needed or directed. This individual also facilitates timely, accurate and cooperative communication between the team, IS management, the end-user community and Tier 2 support including the delivery of IT Global Event Notifications and Major Incident Management.
Responsibilities:
Customer Support
- Process IT Incidents, Problems and Services requests. Respond to the IS Customer Support Center (CSC) ACD queue phone calls, emails and instant messages in the, and perform other department production tasks as needed, or as assigned by manager.
- Triage, troubleshoot, diagnose, resolve/route Incidents and Service Requests received via. Telephone according to CSC SLAs. Document all actions and customer encounters in the Service Now ticketing tool
- Resolve/process Tier 1 and Tier 2 3 technical issues in a productive manner according to CSC SLAs.
- Provide on-call support as assigned according to CSC SLAs.
- Process IT Global Event Notifications and provide ITIL major incident and problem management support according to CSC SLAs
Support and Guide CSC Team
- Provides assistance and leadership to IS CSC Support Specialist in real time as questions and issues arise
- Monitors and reviews incidents and requests in tracking system as well as calls in phone queues, according to CSC SLAs
- Trains and mentors new ISCSC Specialists according to ISCSC policy, procedures, processes and SLAs
Documentation & Reporting
- As needed, at direction of IS Customer Support Team Leader and Manager, participate in departmental, cross-functional and business area meetings and discussions to facilitate communications, update documentation, maintain department tools/applications.
- In coordination with IS Customer Support Team Leader and Manager, proactively analyze, design, document and implement operational improvements including: policy, procedure, process and workflow changes related to CSC departmental operations
- Perform other activities as directed by department management
EDUCATION: (Minimum education & certifications required)
- Bachelor’s Degree and/or equivalent combination of experience and professional training required.
- Bachelor’s degree in Computer Science or Computer Technology preferred. Technical certification in one or more current Microsoft Windows operating systems, Network Administration, A+, Network +, Microsoft Certified Desktop Technician, ITIL v3 Foundations or equivalent preferred.
EXPERIENCE: (Years of experience)
- Minimum of 3 years’ experience in technical customer service and support role, preferably in a call center environment including:
- Proficient level understanding of call center operations and ITIL Service Desk Incident, Service Request and Problem Management
- Proficient level understanding and skill with call tracking and documentation systems
- Proficient level understanding of technical support concepts
SKILL REQUIREMENTS: (Include interpersonal skills)
- Demonstrated proficiency in IT software support, service and configuration Management including but not limited to the following technical concepts or applications:
- Network Diagnosis and Troubleshooting including understanding of Wireless and DSL connectivity and equipment and common home and public facility (hotel, hospital, etc.) network configurations
- Information Security – Access control, authentication, threat prevention and user education
- Remote Control, Diagnostic and software deployment tools
- Decision Trees and Root Cause Analysis
- Enterprise Email, Calendaring and Instant Messaging
- Microsoft Office Suite – Word, Excel, PowerPoint, Visio and Access
- Microsoft Management Console
- Microsoft Active Directory Services
- Windows, Unix and Lenox environments
- Systems Computer/Console Operations
- Systems Security and User Administration
- Systems Software Installation & Upgrade
- Hardware and Software Interoperability - Device and print driver configuration, Database and datasource connections
- Proficient organizational skills, with ability to self-prioritize work, multitask; adjust to changing priorities, and to function in a fast-paced, dynamic environment.
- Proficient ability to build, maintain and support positive and productive relationships with customers, colleagues and team members, acting as an advocate for customers and team members within the IS organization.
- Ability to create and deliver basic presentations to small groups of 2 – 5 people.
- Proficient negotiating and influencing skills.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit
Recruiter Details:
Name: Nil
Email: [email protected]
Internal Reference Id: 24-06208
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