Help Desk Technician

Genesis
10 is seeking a Tier-2 Help Desk technician (Mon thru Fri 11.00PM to 07.00AM) for our client in the Travel/Transportation Industry. This is a 6+ month Contract opportunity.

W2 Status:
Only candidates available and ready to work directly as Genesis
10 employees will be considered for this position.

• No 3rd Parties, No Sponsorship available for this position

The role of the Help Desk Technician is to ensure proper computer operations so that end-users can carry out business tasks. The incumbent will receive, prioritize, document, and actively resolve end-user incidents and catalog requests. The role is responsible for escalating incidents when considered appropriate and necessary to keep SLA expectations. Incident logging and resolution will involve using the Service Now toolset and requires phone, in-person, hands-on assistance at the desktop level.

• Provides Tier-2 support for the service desk. Addresses and resolves technical issues with internal clients related to computer software and hardware, including assisting with issues escalated beyond Tier-1.
• Installs desktops, laptops, printers, scanners, monitors, and all devices related to a workstation.
• Has working knowledge and proficiency with Windows Operating Systems, MS Office suite, and Service Now.
• Serves as an escalation point for customer service issues and serves as an escalation point to Tier-1 positions.
• Receives, logs, and manages calls from internal staff via telephone and Service Now. Triage incidents and problems.
• Second-tier support: troubleshooting technology-related problems, from in-house software to hardware, such as mobile devices, laptops, desktops, and printers.
• Troubleshoots and resolves hardware and software issues for desktops, laptops, tablets, mobile phones, audio-visual equipment, and peripheral devices over the phone and in person.
• Responsible for reassigning and resolving incidents for internal clients to other team members and adding additional information and items.
• Responsible for imaging workstations, delivery/installation, and user configuration. Installs approved software.
• Responsible for customer-facing support services and remote assistance services to end-users, adhering to all ITIL service management principles.
• Provide outstanding customer service and meet Agency service level agreements (SLA).
• Performs other related duties as assigned.

Note:

may be substituted for the minimum below:

• An associate degree from an accredited college or university in Computer Science, Information Technology, Business Administration, or a related field or an equivalent combination of related education and experience may suffice.
• Three (3+) years of experience in a desktop support role or related environment.
• Must have a CompTIA A+ certification obtained within the last 3-years.
• Microsoft Office Specialist (MOS), Microsoft Modern Desktop Admin Associate preferred.
• Has advanced working knowledge and proficiency with Windows OS, MAC OS, IOS, Android OS and the Microsoft Office 365 line of products.
• Proficiency in PC software applications, including Microsoft Office or other related software applications.
• Must be able to work variable hours, including emergency responses to outages.
• Must be able to perform work from remote locations as needed.
• Must be able to work in an on-call rotation.
• Must maintain all certification(s) required for this position.
• Valid Texas Class A, B, or C driver's license, no Driving While Intoxicated (DWI) conviction within the last sixty (60) consecutive months, not more than one (1) DWI on driving record, and not more than three (3) convictions of moving violations within the last thirty-six (36) months to operate DART non-revenue vehicles or drive in the course and scope of job.
• Must be able to lift up to 50lbs and be able to do the physical requirements of the job (i.e. pick up printers, climb ladders, etc.).
• Must be able to pass drug screen.
• Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it to improve products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.
• Ability to use his/her time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Gets more done in less time than others. Can attend a broader range of activities.
• Ability to enjoy working hard. Is action-oriented and full of energy for the things he/she sees as challenging. Not fearful of acting with a minimum of planning. Seizes more opportunities than others.
• Ability to use rigorous logic and methods to solve complex problems with effective solutions. Can see hidden problems. Excellent at honest analysis. Looks beyond the obvious and does not stop at the first answer.
• Ability to relate well to all kinds of people, up, down, and sideways,…