Job Description

Job Title - Help Desk Support

Duration 5+ months

Shift Standard
Location Tucson, AZ 85706

Summary:

• The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees.
• The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues.
• There is also a range of administration duties within this role.
• Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community.
• Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack.

Responsibilities:

• Troubleshoot software, hardware and connectivity issues remotely.
• Ability to understand & articulate root cause on customer issues.
• Log all Service Desk contacts into Incident Management System (ServiceNow)
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
• Familiarity with encryption and security tools and triaging within this environment.
• Assist customers in gaining access to various systems and servers.
• Deploy/patch software using device management technologies (VMware and Ivanti)
• Communicate call and chat trends and emerging issues
• The ability to take on small projects from start to finish
• Knowledge Base and process documentation skills.
• Work closely with the team to resolve or properly close aging tickets.
• Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Analyze and resolve incidents within expected turnaround time.
• 5 day work week Full Time 40 hours a week Weekend shifts required from December- April (Tax Peak) .
• Flexibility required during Tax Season peaks

Skills:

• Prior Service Desk or Desktop Support experience required Incident Management experience Basic user & security group
• Active Directory administration experience Strong knowledge of Microsoft based operating systems
• Experience with using and troubleshooting Office 365 within a corporate network environment (permissions, calendaring, delegation)
• Familiarity supporting VPN issues Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
• Familiarity with home network troubleshooting Interpersonal Skills Self-starter
• Passionate about providing excellent customer service and follow-thru to completion Good problem solving, diagnosis and troubleshooting skills
• Ability to identify Root Cause Able to identify gaps in documentation and made request for updates
• Ability to communicate technical issues in non-technical terms
• Ability to work independently and within a team

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