Services Support Rep

Helpdesk Role

This is a technical IT helpdesk role, but not a technician/driving technician role. Suppliers
- Please be sure to note any skills below in RED. If your candidates have these, they need to be noted in their resumes!

Duration:
Until end of March, however it is ideal to move the consultants to another account based on skill set, performance, attendance & attitude (Long term- potential for CTH/contract to hire, or extension, if a need arises)

Current

Shift: FT;
Hours of operation are currently 2:00 AM - 9:00 PM (M-F). Suppliers
- Please be sure to reconfirm shift availability at the TOP of the candidate resumes. This role does NOT include weekend days. Candidates DO need to be available for the hours noted. Resumes need to include the SLC Technical/Customer Service Questionnaire (in the resume doc, after the resume portion). Reach out to  for this document.

If you are looking to submit a candidate with previous client experience, be sure not to submit candidates who left on negative terms (performance, attendance, etc.). For consideration, include the previous reporting manager, team supported and dates of employment. Please also clarify contractor vs. employee.

Our Level 1 Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem.

Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues and troubleshooting email issues. Our center will be open 24/7/365, we offer flexible shifts (which may include evening, overnight and weekend opportunities).

• Initial point of contact for customers via telephone, email or live chat to provide technical support of hardware, systems, sub-systems and/or applications
• Provides technical support of hardware, systems, sub-systems and/or applications.
• Assists with navigating around application menus, may be required to remote into customer's computer.
• Troubleshoot network connectivity issues, working with remote employees on a corporate network.
• Develops and sustains a productive customer relationship, making the customer and their needs a primary focus.
• Offers alternative solutions where appropriate with the objective of retaining customers' and clients' business.
• Escalates complex problems to the Remote Support Engineering staff or Field Engineering when appropriate.

High School Diploma or equivalent required. Experienced in supporting MS products. Previous computer technical support preferred. A+, MCP, Dell or other industry identified certifications are preferred. Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users. Understanding of Active Directory to unlock and reset passwords. Proficient with troubleshooting all Windows Operating systems. Suppliers
- Have your candidates CONFIRM Windows 7 vs. Windows 10 (or confirm both) on resume please.

Windows 10 preferred.

Ability to troubleshoot and resolve email issues, specifically MS Outlook. 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.

Candidates need to have strong technical ability & experience. Training will be client specific.

Candidate interviews will be in person at the Salt Lake City, UT site. Please know your candidate's availability to interview (over several days) at the time of submission for prep.