Help Desk Technician


Location:

Glen Allen, VA

Date Posted:

June 7, 2019

Employment Type:

Temporary

Job Reference:

04310-9501966474

Staffing Area:

Technology


Description
Job Summary

The Help Desk Technician is responsible for overseeing Service Desk agent activity during designated shifts, including facilitating escalated resolution of incidents and service requests.

If Interested, APPLY NOW! Or send your most recent resume to [email protected]

Essential Functions

Manage Service Desk agent staffing levels during designated shifts, and coordinate with other SHC shift supervisors to optimize staffing levels throughout the week.
Develop and maintain training materials for Service Desk agents and facilitate Service Desk agent onboarding.
Track agent performance against key metrics and customer satisfaction and manage agents for continuous improvement.
Perform escalated diagnosis, support, and resolution of complex incidents and service requests.
Ensure incidents and service requests are properly assigned to appropriate resolver groups, and act as coordination point for incident and service requests that comprise of multiple tasks.
Contact appropriate resolver teams to understand status of tickets and rationale for troubled/aged tickets.
Monitor tickets that are initiated by VIP users.


If Interested, APPLY NOW! Or send your most recent resume to [email protected]

Minimum Requirements

Education: High school diploma
Experience: Five (5) years of progressively responsible and directly related work experience.

Knowledge, Skills, and Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

Strong experience troubleshooting, repairing, and supporting the following:
Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., Microsoft Office, Outlook, VPN);
HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;
Apple (iPad) and other common tablet computing devices;
Printers, monitors, external hard-drives, network interface cards, etc.;
Knowledge of ServiceNow for Incident, Service Request, and Knowledge Management preferred.
Knowledge of Active Directory, print queue management, and network fundamentals.
Excellent customer service orientation and verbal communication skills.
Ability to demonstrate effective business communication skills.

If Interested, APPLY NOW! Or send your most recent resume to [email protected]
Requirements
Job Summary

The Help Desk Technician is responsible for overseeing Service Desk agent activity during designated shifts, including facilitating escalated resolution of incidents and service requests.

If Interested, APPLY NOW! Or send your most recent resume to [email protected]

Essential Functions

Manage Service Desk agent staffing levels during designated shifts, and coordinate with other SHC shift supervisors to optimize staffing levels throughout the week.
Develop and maintain training materials for Service Desk agents and facilitate Service Desk agent onboarding.
Track agent performance against key metrics and customer satisfaction and manage agents for continuous improvement.
Perform escalated diagnosis, support, and resolution of complex incidents and service requests.
Ensure incidents and service requests are properly assigned to appropriate resolver groups, and act as coordination point for incident and service requests that comprise of multiple tasks.
Contact appropriate resolver teams to understand status of tickets and rationale for troubled/aged tickets.
Monitor tickets that are initiated by VIP users.


If Interested, APPLY NOW! Or send your most recent resume to [email protected]

Minimum Requirements

Education: High school diploma
Experience: Five (5) years of progressively responsible and directly related work experience.

Knowledge, Skills, and Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.

Strong experience troubleshooting, repairing, and supporting the following:
Windows 7, Windows 8, and Mac operating systems, as well as common end user computing applications (e.g., Microsoft Office, Outlook, VPN);
HP, Dell, Tangent, and Apple desktop/laptop hardware systems; OEM certification or at least 3 years of documented service required on at least 2 of these hardware systems;
Apple (iPad) and other common tablet computing devices;
Printers, monitors, external hard-drives, network interface cards, etc.;
Knowledge of ServiceNow for Incident, Service Request, and Knowledge Management preferred.
Knowledge of Active Directory, print queue management, and network fundamentals.
Excellent customer service orientation and verbal communication skills.
Ability to demonstrate effective business communication skills.

If Interested, APPLY NOW! Or send your most recent resume to [email protected]

Technology doesn't change the world. People do.

As a technology staffing firm, we can't think of a more fitting mantra. We're extreme believers in technology and the incredible things it can do. But we know that behind every smart piece of software, every powerful processor, and every brilliant line of code is an even more brilliant person.

Leader among IT staffing agencies

The intersection of technology and people — it's where we live. Backed by more than 65 years of experience, Robert Half Technology is a leader among IT staffing agencies. Whether you're looking to hire experienced technology talent or find the best technology jobs, we are your IT expert to call.

We understand not only the art of matching people, but also the science of technology. We use a proprietary matching tool that helps our staffing professionals connect just the right person to just the right job. And our network of industry connections and strategic partners remains unmatched.

Apply for this job now or contact our branch office at 888-490-4429 to learn more about this position.

All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.

© 2019 Robert Half Technology. An Equal Opportunity Employer M/F/Disability/Veterans.

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100 Eastshore Drive
Suite 210
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