Teamware Solutions Hiring for IT Support Desk Job at Massillon, OH Full Time

Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g.- Microsoft products, Active Directory, Citrix, VPN, Operating System, basic networking, PCs).

· Business Awareness. Develops an understanding of the customer’s environment and service delivery requirements to enable the delivery of a first-class service.

· Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.

· Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.

· Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

· Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team

Responsibility

The primary role of the agent is to provide troubleshooting and support related to GenesisCare systems.

· Service Desk agents will work on Emails, Live Chat, calls and resolve incidents and service request through the GenesisCare ticketing system

· To answer and resolve inbound contacts, make outbound contacts as needed to resolve tickets, and execute scripted runbook changes in the GenesisCare Infrastructure environment.

· Types of Contacts will include:

o Password resets

o Incident management

o Outage Information

o New project release

o Application support

o Network/VPN connectivity

o Hardware

o Desktop software

o Telecommunication

o Standard Operating Procedures

o Work at Home and other calls as agreed by GenesisCare & TCS.

o Access & Identity provisioning like AD account/Mailbox creation/deletion etc

Job Type: Contract

Salary: Up to $30.00 per hour

Schedule:

• 8 hour shift

Experience:

• Help desk: 4 years (Preferred)
• Windows: 4 years (Preferred)

Work Location: One location