5,526 IT Helpdesk jobs in the United States

100% ONSITE ROLE NEED LOCAL MISSISSIPPI RESIDENTS ONLY

State of Mississippi - Helpdesk - Help Desk Support Technician – SME Level - MS - MDEK12- 142707 (100% Onsite)

JOB DESCRIPTION

Selected candidate’s role will focus on providing all levels of support to our customer base, both remotely and onsite.

Candidate will be the initial point of contact with end users requesting IT Support.

Ideal candidate has experience in DesktopLaptop troubleshooting, software installation, peripheral hardware implementation and active directory administration.

Candidate must also have experience providing remote assistance using various platforms and must be experienced with providing support for M365 Applications.

Must be good at organizing, prioritizing, and planning.

Candidate must be able to update and maintain Help Desk records in accordance with established support procedures.

Candidate must also have excellent communication skills.

Required Skills/Experience

Experience working in a help desk environment

Experienced with providing support for M365 Applications

Experience providing remote assistance using various platforms

Experience in desktoplaptop troubleshooting, and software installation

Hardware Implementation and Deployment

Basic Active Directory Management

BMC Footprints Help Desk Experience (ITSM)

MAC OS Experience

• Take End user support calls for MAC and Windows
• Software break/fix support
• Hardware Support
• New image builds
• Incident manager and ticket update/closure

• 3+ years of Information Technology Experience

Job Description

Associate Help Desk
Birmingham, AL 35242
12+ Months Contract
Monday to Friday, 8:00 am to 5:00 pm

25-50% driving required using a company vehicle

Qualifications:
Qualifications

Provide first-level remote IT services or assist in the delivery of higher level services to our customers - Properly enter all calls into the helpdesk system
- Use predefined triage processes to troubleshoot and resolve or escalate to the appropriate resource within allowed
- Service Level Agreement parameters - Ability to use remote desktop applications in order to troubleshoot end user PC related problems

Additional Information

Candidates must be able to lift 50 pounds and stand for extended periods of time.

25-50% driving required using a company vehicle

Compensation:
$16-$16

• The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.
• While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.
• The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

• Demonstrate strong customer service skills to provide phone support including:
• Listening to the customer to gain an accurate understanding of the situation
• Being empathetic to the customer's situation and having a sense of urgency to resolve the issue
• Producing accurate, detailed documentation at the client, problem and incident level
• Resolving conflict
• Responsible for high quality end-user technical support, related to enterprise software and hardware
• Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.
• Under general oversight, provides after hours and weekend support as needed.
• The position requires attention to detail, follow through, teamwork focus and positive attitude.
• n understanding of technology and the ability to apply that knowledge to support all existing systems
• Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly
• Identifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situations
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software

• Excellent customer service skills required
• Excellent communication skills required
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
• Preferred work experience in technical support role but not required
• Required Education: High school diploma or GED with relevant work experience
• bility to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
• Self motivated and ability to work on own initiative in a high pressure environment
• Willing to work variable shifts including evenings, weekends and public holidays
• Responsible for high quality end-user technical support, related to enterprise software and hardware
• n understanding of technology and the ability to apply that knowledge to support all existing systems
• Provides investigation, diagnosis, resolution and recovery for hardware/software problems
• Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment**

Benefits (employee contribution):

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

• Provide Tier 1 support for issues related to desktops, laptops, printers, applications, and peripheral devices
  
• Accurately document all incidents and service requests in the issue tracking system (e.g., Solutions Business Manager)
  
• Diagnose and resolve technical hardware and software issues
  
• Escalate unresolved issues to appropriate second and third-level support teams
  
• Deliver professional and courteous customer service via phone, email, or in person
  
• Stay current with new desktop technologies and internal support processes

• Proficiency with Microsoft Windows desktop operating systems
  
• Experience troubleshooting PCs, laptops, printers, and software applications
  
• Working knowledge of the Microsoft Office Suite (Excel, Word, PowerPoint)
  
• Familiarity with issue tracking tools such as Solutions Business Manager or equivalent systems
  
• Excellent communication skills and professional telephone etiquette
  
• Ability to rapidly learn and apply new technical concepts

• Strong customer service orientation with a professional demeanor
  
• Solid problem-solving and analytical skills
  
• Ability to prioritize and manage tasks in a high-volume, fast-paced environment
  
• Clear and concise verbal and written communication
  
• Highly self-motivated and detail-oriented
  
• Works effectively both independently and as part of a team

• Associate degree in Information Technology or a related field preferred
  
• 1-2 years of IT support or service desk experience required

• California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here .
• Virginia residents may access our state specific policies here .
• Residents of all other states may access our policies here .
• Canadian residents may access our policies in English here and in French here .
• Residents of countries governed by GDPR may access our policies here .

• the individual's skill sets, experience and training;
• licensure and certification requirements;
• office location and other geographic considerations;
• other business and organizational needs.

• The candidate is an excellent communicator, able to speak to end users positively and explain technical detail in a manner they can understand.
• They can demonstrate the ability to work well in a fast-paced, iterative, deadline-driven environment and can organize, prioritize, and meet established deadlines.
• The candidate will adhere to established Help Desk IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
• Other duties include but not limited to reviewing and responding to helpdesk tickets, adhering to security policies and procedures, and using administrative tools to manage workflow.
• The candidate should also have knowledge with Microsoft Teams, Microsoft Office 365, Windows 11, Active Directory and experience using Microsoft Excel, Word. This position will also provide technical support for Mainframe Applications (training on these systems will be provided).

• Graduation from an accredited college or university with ssociates Degree in a field related to computer science, information technology
• Substitution: Applicants who do not possess the required education may substitute additional paraprofessional and/or professional IT technical experience or experience related to the area to which the applicant is applying on a year for year basis with one year of such experience being equal to 30 semester hour credits.

• Maintain a working knowledge of Help Desk and IT Operations procedures.
• Log all incoming problems and requests and actions taken to resolve them.
• Provide first response help desk support to all customers and users.
• Provide assistance in the areas of site support, and project specific assignments. Attempt to troubleshoot and resolve problems and satisfy requests.
• Provide support for Client business applications.
• Provide follow-up status to end-users in accordance with specified support policies and procedures.
• Ensure closed problems are adequately documented.
• Assist with other tasks as assigned by management.
• Notify management of all major incidents, problems immediately and with confidentiality.
• Conduct quantitative and qualitative research related to processes, programs and projects.
• Update Solutions Knowledgebase and Documentation
• Work with management on new projects, as assigned.
• Provide support to other units and/or divisions when called upon.

Helpdesk/Technical Support | Southfield, Michigan, United States

Title: Helpdesk/Technical Support

Location: Southfield, MI

Duration: 6+ Months (potential convert to full-time)

# of Positions: 3

Working Model: Hybrid on-site twice per week or 10 days per month. 100% on site during training

Pay rate Range: $25-$29/Hr on W2

Description:

Job Summary:

• With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment.
• Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.
• This position is 100% on the phones.

• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
• Utilizes knowledge management tools to help resolve client issues.
• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
• Assists customers in performing basic software installations.
• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalates trends and outages as needed to leadership and for Service News postings.
• Manages time in customer contact center setting and documents time via activity codes.
• Utilizes required activity codes to provide awareness of non-phone related activities.

• Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
• Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
• Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills
• Maintaining a professional demeanor at all times as they will be handling calls from various levels of

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.