Job Title : Help Desk Intermediate
Contract Duration : 12 months contract with possible extension
Location: CA (need to be onsite at least 2 days in a month in California)
In this role, you will:
- Provide subject matter expertise, thought leadership, guidance, best practice and support across security and governance risk management functions.
- Provides support (via telephone or chat) diagnostics and troubleshooting of microcomputers, network services and related peripherals to local and remote access users.
- Provides end-user support and general training (via telephone and chat) in the use of various software packages and in-house developed software.
- Provides case status updates and metric reports to management.
- Develops, documents, implements, and audits standard operating procedures and customer service guidelines relating to remote IT support.
- Increased production standards.
- Increased CSAT goals.
- Assist with knowledge article creation.
- SME for critical business function/services.
- Other duties as assigned.
Preferred Qualifications and Experience:
- Requires an associate degree or equivalent experience.
- Requires at least 1 – 2 years of prior Service Desk experience in a high volume IVR based call center.
- Knowledge of Active Directory, Microsoft Exchange Admin Console, Azure, Service Now.
- MAC experience would be preferred but not required.
