1.20 Help Desk Support

Focused HR Solutions•Golden, CO

3h•Hybrid

About The Position

Our direct client has an opening for a Help Desk Support. This is a temporary position, estimated to last from 05/10/2024 to 10/31/2024, with the possibility of extension. The client is located in Golden, CO. The role involves providing support to end users on a variety of issues, identifying, researching, and resolving technical problems. Responsibilities include responding to telephone calls, emails, and personnel requests for technical support, and documenting, tracking, and monitoring problems to ensure timely resolution. The position requires a strong customer service orientation, the ability to work with users over the phone and in person, and adeptness at asking questions to effectively support users. A team player attitude is essential. The schedule is 7:30 AM to 4:00 PM.

Requirements

Must be local.
Must be able to work from home on Fridays.
Must be able to interview in person.
Must be able to take CJIS certification training/exam.
May require an associate degree in a related area and at least 1 year or equivalent experience in the field or in a related area.
Has knowledge of commonly used concepts, practices, and procedures within a particular field.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Primary job functions do not typically require exercising independent judgment.
Must be very customer service oriented, enjoy working with users to solve their issues over the phone primarily and in person when assigned.
Adept at asking questions to better support the user with processes and procedures.
Must be a team player.
Networking TCP/IP Novice (1-3 Years)
Operating Systems Windows 9x/2000/XP/NT/Vista/7 Novice (1-3 Years)
Service Desk Ticket System Novice (1-3 Years)
Adobe Acrobat Novice (1-3 Years)
Communication skills both verbal and written Proficient (4-6 Years)
Learning ability Proficient (4-6 Years)
Team work Proficient (4-6 Years)
Active Directory Novice (1-3 Years)
Microsoft Office Novice (1-3 Years)

Nice To Haves

Prefer Service Now experience. Others will be considered if listed.

Responsibilities

Provides support to end users on a variety of issues.
Identifies, researches, and resolves technical problems.
Responds to telephone calls, email, and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Answer call center phones in a friendly, helpful, and professional manner.
Open a ticket for support and provide that support once trained.
Create new network user accounts per procedure.
Disable network accounts per procedure.
Update Microsoft exchange information per procedure based on information supplied.
Work tickets assigned in the queue and assist with assigning tickets to others in the team.