Help desk - Minneapolis, MN - Georgia IT Inc.
Minneapolis, MN
About the Job
Job Title : Help desk
Job Location : Minneapolis, MN
Position Type : contract
Rate : DOE
Interview process : phone
US Citizen, Green Card and GC-EAD preferred... No Thirdpaty agencies crop to corp.
Job description
Description of Work: Supplement Enterprise Support Services-IT Service Desk during the rollout of new PCs, Microsoft Windows 10, & Office 2016 rollouts countywide.
Specific Deliverables of this engagement include the following:
Job Location : Minneapolis, MN
Position Type : contract
Rate : DOE
Interview process : phone
US Citizen, Green Card and GC-EAD preferred... No Thirdpaty agencies crop to corp.
Job description
Description of Work: Supplement Enterprise Support Services-IT Service Desk during the rollout of new PCs, Microsoft Windows 10, & Office 2016 rollouts countywide.
Specific Deliverables of this engagement include the following:
- Provide six IT Service Desk analysts who are proficient (level 2) in providing phone support Microsoft Windows 10, & Office 2016 for countywide rollout.
- Expectation for each analysts is able to provide support based on their troubleshooting, and deduction skills and strong knowledge of the Microsoft technologies
- Must have experience with ITIL Incident Management, Service Management, and Knowledge Management processes.
- Ability to meet business requirements and service level targets per Hennepin County customer agreements
- Many of our customers who will go through these changes provide critical services to Hennepin County Residents and constituents. It is imperative that we resolve issues in a timely manner, and with a high level of patience to insure a positive customer experience.
- Provide the appropriate technical skillsets to resolve and help customers to adapt to the new technologies.
- Demonstrate a high level of customer focused skills to insure a positive experience for all customers.
- Three years previous IT Service Desk performing at a proficient level of experience in an IT Service Desk environment.
- Strong active listening skills
- Strong customer focus and very personable
- Proven troubleshooting and deduction skills to assist and resolve customer application, navigation and technical issues.
- Ability to recognize and adapt communications with the customers to a level the customer understands.
- Strong communication skills both written and verbal – able to fully document all ticket documentation at the time of the call.
Source : Georgia IT Inc.