Services Support Rep

Technical It Helpdesk Role

This is a technical IT helpdesk role, but not a technician/driving technician role. Customer service is good, however must have technical skills. Projected start date:
Aug 2, 2021. Projected end date:
Dec 31, 2021. Duration: 3-6 months (Possibility for contract to hire or extension if a need arises). Current shift: 8am-5pm.

Location:

Client facility Indianapolis, IN (Training on-site then possible option to work remotely after training. This is not guaranteed. Candidates should be comfortable with both on site and remote. Lilly Technical Center North 1201 West Morris St Indianapolis, IN 46221).

Job description:

Our support service desk agents provide excellent customer service by supporting a wide range of technical and network solutions. This position will initially be focused on providing user system access. Serving as the initial point of contact via email for access issues, you will gather and analyze information about the user's issue to answer basic questions concerning password and user account issues to determine the best way to resolve their problem.

Job responsibilities:

• Initial point of contact for customers via email to provide user system account support.
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
• Escalates complex problems to facilities and field IT support groups, as needed.

Skills and experience needed:

• High school diploma or equivalent required.
• Previous computer support preferred.
• Understanding of Active Directory to unlock and reset passwords.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
• Strong attention to detail, and the ability to adjust to quick changes.

Training information:
Candidates need to have strong technical ability & experience. Training will be client specific. Due to Covid-19, candidates will be able to interview via Zoom/phone & all new contractors will be required to have the first 60 days in the office. After, managers will evaluate work from home.