Helpdesk Support Technician (Application) (NW DC)

Helpdesk Support Technician (Application) (NW DC)

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Helpdesk Support Technician (Application)

Salary: $30.00 to $37.00 /Per Hour

Duties –

• Function as a technical application Help Desk Call Center technician with other colleagues to managing inbound service tickets, reporting and resolution for known issues with the timekeeping application.

• Address Tier 2 issues or concerns and escalate to alternate Tier 2 support organizations (i.e. Payroll, HR etc..) or Tier3 Subject Matter Experts as appropriate

• Perform continual improvement through self-help, training, metrics, reporting and mentoring other team members

• Apply appropriate level of priority and severity to reported user requests following all tickets to closure including re-assigned requests

• Co-Pilot with other team members working user issues to develop relationships, quality and experience within the application and team

• Escalate unresolved problems and those not meeting SLAs to the Application Support

• Collaborate with Tier 1 management on changes as necessary

• Respond to incoming concerns about application support from Help Desk Technicians in a positive and professional manner

• Ensure the provisioning of advanced support for local and off-site users using remote desktop access as indicated by problem resolution protocol

• Demonstrate excellent verbal and written communications skills

• Document, track, report and utilize trend reporting on all calls related to timekeeping through CLIENT's CA ServiceDesk Application

• Using CLIENT provided tools and systems, diagnose, research, and resolve problems for multiple platforms and applications in response to customer reported incidents.

• Provide weekly updates/status to The IT Support Lead

Requirements –

• Established experience of 2-4 years as a team member of application support team in a call center environment

• Minimum Certifications: Any (2) or any (2) equivalent of: A+, Network+, Project+, Security+, MCSE, MCSA, MCP, HDI Support Center Specialist, ITIL v3 Foundation

• Minimum Education: Four-year Bachelor’s Degree from an accredited U.S. school

• Demonstrate expertise in Microsoft operating systems

• Demonstrate working experience with Microsoft Suites and Applications to include Office Professional, Project and Visio

• Experience with Microsoft Exchange and CA ServiceDesk, Timekeeping System Application (i.e. Clarity, PeopleSoft etc.),

• Flexible working shift hours – team working schedule is 7 days per week, 6:00a.m. – 10:00pm, including weekends and on-call support for evenings, weekends, and holidays. Occasional work during 3rd shift may be required.

• Great at providing positive customer service

• Good communication, problem solving and technical writing skills

• An in-depth knowledge of relevant operating systems, applications, printers and other hardware required.

• Displays courtesy and sensitivity

• Provide mentoring of users and Tier 1 team members as appropriate

• Successfully handling emotional customer situations

• Responds promptly to customer and management needs

• Solicits customer and partner support organizations for feedback to improve service