Desktop Services Support Rep Job Salt Lake City area,Utah USA,IT/Tech

Position: Desktop Services Support Rep 2

BCforward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full service personnel solutions organization. BCforward’s headquarters are in Indianapolis, Indiana and also operates delivery centers in 20 locations in North America as well as India and Puerto Rico. We are currently the largest consulting firm and largest MBE certified firm headquartered in Indiana.

Job Description

Desktop Services Support Rep 2, SLC, UT, 3 months temp to perm, $15.54 (Approx. 3 Months, CTH), Shift availability: 8 am - 5 pm

* Please be sure to indicate ALL shift availability at the TOP of the candidate resumes. Please be sure to include all available days & hours of availability. Clarify FT. Clarify all days- including weekends.

* Please do not forget to include the Technical/Customer Service Questionnaire (in the resume doc, after the resume portion).

Our helpdesk agents are responsible for handling inbound calls from external and internal customers seeking technical support. The types of technical products that we support are both hardware and software related and vary from client to client. We fully train all of our selected candidates to handle each type of call.

Job Responsibilities

Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees.
Answers questions about installation, operation, configuration, customization, and usage of assigned products.
Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures.
Provides remote support and troubleshoots issues with customers to resolve issues.
Typically provides technical support for internal and external customers.
Escalates complex problems to higher level of expertise within organization.

Skills and Experience Needed

High School Diploma or GED required.
Previous computer technical support experience preferred. A+, MCP, Dell or other industry identified certifications are preferred but not required.
Successful candidates should possess technical skills in PC hardware for workstations and laptops, network troubleshooting, Windows operating systems, and applications such as Microsoft Office/Outlook products and Lotus Notes/Smart Suite. MAC HW/SW skills also a plus.
Ability to communicate effectively both written and oral is imperative, as well as efficient and accurate typing skills.
Ability to provide an excellent customer service that results in high customer satisfaction.
Candidates should not only be able to troubleshoot but be able to identify why a PC is performing a certain behavior.

Technical Proficiencies

Active Directory, Expert
Microsoft Sharepoint Services, Expert
Microsoft Exchange, Expert
Microsoft Office Communication, Expert
Microsoft Unified Communications, Expert

Manager Comments

"We need people that have used Windows 7 and done troubleshooting with the product. Office 2007 and 2010 people should know how to troubleshoot the issues with the product. Networking experience on troubleshooting an issue with an Internet & network being down."

"The type of candidate we are looking for has to have a good working knowledge of the Windows operating systems and messaging/collaboration programs coupled with solid troubleshooting skills. If they have had previous call center experience that certainly helps, but without the basic skills, they can’t pass the technical assessment. We would also like to be sure the candidates have working knowledge of how a network internet works and the troubleshooting knowledge."

General

Comments

Ensure your candidates understand it is possible they may be asked to work a different shift at a later time (after offer is made/after they begin working). Please note- the managers try to work with each individual to make shifts work for both parties.

Always clarify all days of the week (weekends included) and times your candidates can work at the top of your resumes.
If there are any hard stops (times/days your candidates cannot work), it must be clear on the resume at the time of submittal.

Please ensure any student candidates/consultants understand the importance of discussing potential class schedule changes with their supervisors prior to making changes. The candidates/consultants cannot shift their schedule and expect the managers to accommodate.

This also applies to non-students. Anytime a consultant has a scheduling conflict, they need to understand the managers may or may not be able to accommodate.

SR.IT Recruiter

Sandra Taylor

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