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Staffing IT Customer Support Rep.
Staffing IT Customer Support Rep.DivIHN Integration Inc • Painted Post, New York, USA
Staffing IT Customer Support Rep.

Staffing IT Customer Support Rep.

DivIHN Integration Inc • Painted Post, New York, USA
26 days ago
Job type
  • Full-time
  • Temporary
Job description

Description : MAX BILL RATE -

  • / hour

This is the pay range that Magnit reasonably expects to pay someone for this position however as a supplier your expected pay range may differ :

  • / hour-
  • / hour. Benefits : It is recommended that employers include a general description of any health or compulsory benefits for compliance with Pay Transparency laws.
  • THIS IS A SERVICE DESK AGENT POSITION
  • Hours : M-F (8am-5pm) or Multiple shifts could change for needed shifts
  • Some OT expected for this position
  • In Office Position and / or Hybrid Rotation - Hybrid expectation is that agents will be onsite 3 days / week and remote 2 days / week. Schedule determined with Client team.
  • Agent must follow the ITSD Contingent Worker Handbook Policy outlined. Must maintain performance and attendance expectations as outlined in the policy. Will review requirements during our spotlight call.
  • Eligible to receive 40 hours PTO / year. Limit to 20 hours during 6 month assignment.
  • 6 month contract Possibility of extension based on demand.
  • Interview process : One round - 30 minute video panel interview
  • SCOPE / PURPOSE OF POSITION :

    To provide support of authorized IT Devices for business use in connection with Client IT platforms resources services and systems in serving the operational interests of the company. Perform as part of the Service Desk (SD) team serving as a single point of contact for the user community providing effective timely troubleshooting and resolution to common issues and requests or ticket routing to specialized or advanced level support. Support channels include phone chat and walk-up.

    RESPONSIBILITIES :

  • Responds courteously and promptly to user phone calls live chats incoming tickets and other assigned service channels.
  • Effectively use ServiceNow to manage tickets throughout their lifecycle.
  • Contribute towards meeting or exceeding SD metrics targets and goals.
  • Follows all Client IT policies and documented processes including Incident Management Request Fulfillment and Knowledge Management.
  • Execute Knowledge Base (KB) articles to provide effective and timely analysis troubleshooting and accurate resolution / routing of technical incidents and requests. Provide KB feedback to improve articles.
  • Interact with vendor technical support to ensure effective resolution of 3rd party services.
  • Actively maintain tickets according to processes and within established SLAs. This includes the timely update of tickets to track all troubleshooting performed and communications with users vendors and other IT teams. Proactively initiate ongoing communication with end users via phone chat and email to continuously manage expectations.
  • Customer scheduling / follow-ups
  • Monitor the queue and action or route tickets.
  • Inform leadership of broader issues impacting users or the team
  • Interact with teammates throughout the day to share information and knowledge.
  • Fulfill all administrative requirements on-time
  • Answer respond to and route Corporate Calls as needed
  • EDUCATION REQUIREMENTS

  • Associate degree in IT or related professional certification Preferred
  • Minimum High School Diploma or GED Required
  • WORK EXPERIENCE

  • A minimum of 2 year of IT Helpdesk or Service Desk experience
  • REQUIRED SKILLS

  • Time management. Ability to meet and keep a schedule. Ability to multitask complete tasks and meet deadlines in a fast-paced environment
  • Customer service experience preferably in a call center environment
  • Strong work ethic with an attention to detail and a positive attitude
  • Self-starter able to work in team environment and motivate others
  • Strong technical abilities including knowledge and skill with computers and mobile devices
  • Strong organization and planning skills with ability to handle changing priorities
  • Interpersonal skills empathy patience and ability to communicate clearly
  • Must be fluent in English with the ability to read write and comprehend
  • DESIRED SKILLS

  • Microsoft-based applications with emphasis on Windows 11 Microsoft O365 Teams etc.
  • Experience with call management software such as Finesse or similar
  • Quality / documentation experience
  • Familiarity with Microsoft Azure.
  • Active Directory Administration
  • Experience resolving Outlook issues such as mail file size and data files (.ost)
  • Experience with Windows troubleshooting including monitor display issues printing connectivity etc.
  • Configuration & distribution of corporate mobile devices
  • Troubleshooting Cisco VPN and Pulse clients
  • Facilitating Citrix connectivity
  • Remediating Symantec Endpoint Protection
  • LogMeIn remote connection / utilization or similar tool
  • MEMC Deployment of software
  • Asset management skills
  • Edge and Google Chrome support
  • Installation / configuration of various Adobe products / Software
  • Printer / driver troubleshooting & installation
  • ServiceNow or similar ticket management tool
  • Knowledge base utilization
  • Travel

    0-10% - Will be required to travel to Solutions Bar location within Client Valley when scheduled.

    Enable Skills-Based Hiring

    No

    Will the candidate be required to work at an international location

    Additional Details

  • Job Category : Information Technology
  • Will the candidate be required to work at an international location : No
  • List any international travel or work locations : (No Value)
  • Is this a Department of Defense (DOD) position that requires a US citizen : Yes
  • Is this assignment working on an International Traffic in Arms Regulations (ITAR) project : No
  • Will you require a new cube or hard office in the Client Valley for your contingent worker : No
  • About us :

    DivIHN the IT Asset Performance Services organization provides Professional Consulting Custom Projects and Professional Resource Augmentation services to clients in the Mid-West and beyond. The strategic characteristics of the organization are Standardization Specialization and Collaboration.

    DivIHN is an equal opportunity employer. DivIHN does not and shall not discriminate against any employee or qualified applicant on the basis of race color religion (creed) gender gender expression age national origin (ancestry) disability marital status sexual orientation or military status.

    Key Skills

    Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

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    Customer Support Rep • Painted Post, New York, USA

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