Description : MAX BILL RATE -
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 POSITIONHours : M-F (8am-5pm) or Multiple shifts could change for needed shiftsSome OT expected for this positionIn 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 interviewSCOPE / 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-upsMonitor the queue and action or route tickets.Inform leadership of broader issues impacting users or the teamInteract with teammates throughout the day to share information and knowledge.Fulfill all administrative requirements on-timeAnswer respond to and route Corporate Calls as neededEDUCATION REQUIREMENTS
Associate degree in IT or related professional certification PreferredMinimum High School Diploma or GED RequiredWORK EXPERIENCE
A minimum of 2 year of IT Helpdesk or Service Desk experienceREQUIRED SKILLS
Time management. Ability to meet and keep a schedule. Ability to multitask complete tasks and meet deadlines in a fast-paced environmentCustomer service experience preferably in a call center environmentStrong work ethic with an attention to detail and a positive attitudeSelf-starter able to work in team environment and motivate othersStrong technical abilities including knowledge and skill with computers and mobile devicesStrong organization and planning skills with ability to handle changing prioritiesInterpersonal skills empathy patience and ability to communicate clearlyMust be fluent in English with the ability to read write and comprehendDESIRED SKILLS
Microsoft-based applications with emphasis on Windows 11 Microsoft O365 Teams etc.Experience with call management software such as Finesse or similarQuality / documentation experienceFamiliarity with Microsoft Azure.Active Directory AdministrationExperience 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 devicesTroubleshooting Cisco VPN and Pulse clientsFacilitating Citrix connectivityRemediating Symantec Endpoint ProtectionLogMeIn remote connection / utilization or similar toolMEMC Deployment of softwareAsset management skillsEdge and Google Chrome supportInstallation / configuration of various Adobe products / SoftwarePrinter / driver troubleshooting & installationServiceNow or similar ticket management toolKnowledge base utilizationTravel
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 TechnologyWill the candidate be required to work at an international location : NoList any international travel or work locations : (No Value)Is this a Department of Defense (DOD) position that requires a US citizen : YesIs this assignment working on an International Traffic in Arms Regulations (ITAR) project : NoWill you require a new cube or hard office in the Client Valley for your contingent worker : NoAbout 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