Helpdesk Support

Posting ID : A1068490188
Date Posted : 2015-08-19
Category : Technical Support

TEKsystems is hiring a helpdesk support technician for a large retail client in Rocklin, CA. This is position is providing internal IT support through answering phone calls and tickets and troubleshooting remotely to resolve both corporate and store issues for employees tehcnologies. This requires someone with a strong IT foundation and outstanding customer service attitude. Please review the below description and apply with a word formatted resume if qualified.

Job Description:
This job contributes to the client's success by acting as a first point of contact within the Enterprise Help Desk (EHD) for information systems user problems. Responds to routine hardware/software problems and/or questions related to Point of Sale (POS) and End-User Support (EUS), including field LAN/WAN (local area network/wide area network) offices and distribution centers nationally. Models and acts in accordance with guiding principles.

ESSENTIAL FUNCTIONS:
Assists in identifying trends in continuing hardware, software or systems problems.
Documents user problems, resolution, and new solutions for future reference using EHD tools and resources.
Maintains regular and consistent attendance and punctuality.
Performs first-level core troubleshooting on hardware/software systems problems; answers questions, provides technical solutions, and follows up to assist users in solving their information systems problems in a continuous user-support environment.
Refers user problems to EHD Management, senior analysts or other support groups within Information Technology as necessary when additional assistance is required for resolution.
Associate degree in a technical or computer related field of study, or equivalent related experience
2-5 years of related work experience
Help desk or customer support environment supporting various hardware, software and personal computer tools (1 year).
Problem management and knowledge base tools (1 year).
Retail Point of Sale systems and or computing systems (1 year) Required Knowledge, Skills and Abilities.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to handle multiple tasks.
Ability to work in a fast-paced and changing environment.
Ability to work as part of a team.
Ability to deliver customer service to users with various levels of computer knowledge.
Ability to work with users of various levels of computer knowledge.
Strong technical aptitude and troubleshooting skills.


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