02 Nov
Help Desk Representative
Missouri, Kansas city , 64106 Kansas city USA

job summary:Randstad Technologies is seeking a Help Desk Representative for an opportunity in Downtown Kansas City, MO. This position is responsible for acting as the first point of contact between end-users and the Information Technology (IT) team. This role requires a confident and professional individual with strong technology skills, a keen desire to learn, and a commitment to extraordinary customer service. The ideal candidate will have A+ certification and some experience supporting operating systems and user applications.

PRINCIPAL RESPONSIBILITIES:
  • Act as the first contact for end-users for all IT supported systems.
  • Receive requests, whether problem reports or requests for new services, via accepted mechanisms such as phone calls, emails, and in-person visits.
  • Gather customer contact information and the symptoms of the problem, and then log information into tickets for all incoming work requests.
  • Properly categorize, prioritize, and route each ticket to the correct group or tech.
  • Troubleshoot certain issues by analyzing the reported symptoms and solves them, ideally affecting a first-call resolution.
  • Escalate tickets appropriately when issue is unable to be resolved before SLA has expired.
  • Create knowledge base documentation for issues that are resolved but not yet documented.
  • Follow up with customers to ensure issue has been resolved.
  • Install, modify, and repair computer hardware and software.
  • Act as back-up for conference room and audio/visual setup, as needed.
  • Other duties may be added and/or assigned, as needed.

QUALIFICATIONS / SKILLS:
  • High School diploma or equivalent
  • 2 years experience in an enterprise environment
  • A+ certification preferred
  • strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems.
  • Proficient in software support including OS and applications
  • Ability to communicate technical information, both verbal and written, to a wide range of end-users.
  • strong customer service skills in person and over the phone
  • Attention to detail and follow-through to ensure issues have been resolved.
  • Keep confidential all applicant, client, and firm proprietary information
  • Regularly participate in the evening and weekend on-call rotation (about every 7-9 weeks)
location: KANSAS CITY, Missourijob type: Contractsalary: $18 - 20 per hourwork hours: 8am to 5pmeducation: No Degree Required responsibilities:
  • Act as the first contact for end-users for all IT supported systems.
  • Receive requests, whether problem reports or requests for new services, via accepted mechanisms such as phone calls, emails, and in-person visits.
  • Gather customer contact information and the symptoms of the problem, and then log information into tickets for all incoming work requests.
  • Properly categorize, prioritize, and route each ticket to the correct group or tech.
  • Troubleshoot certain issues by analyzing the reported symptoms and solves them, ideally affecting a first-call resolution.
  • Escalate tickets appropriately when issue is unable to be resolved before SLA has expired.
  • Create knowledge base documentation for issues that are resolved but not yet documented.
  • Follow up with customers to ensure issue has been resolved.
  • Install, modify, and repair computer hardware and software.
  • Act as back-up for conference room and audio/visual setup, as needed.
  • Other duties may be added and/or assigned, as needed.
qualifications:
  • Experience level: Experienced
  • Minimum 1 year of experience
  • Education: No Degree Required
skills:
  • IT Service Desk
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.


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