Vacancy expired!
senior it support specialist (deskside services).
detroit , michigan
posted 7 days ago
job detailssummary
$27.78 - $31.25 per hour
temp to perm
high school
category computer and mathematical occupations
reference1001473
job detailsjob summary:ONSITE: Detroit, MI8am-5pm. OT is sometimes available on a voluntary basis."Provide second-level remote support of customers' software and minor operating system modifications requests. Investigate, research, and resolve complex IT issuesRespond to requests and document tickets in Service Now following our Information Technology policy and proceduresPerform software installations, upgrades, and configure customer-specific softwareReview team's current processes and recommend process improvements. Update installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teamsIdentify training needs, perform new user IT training and communication of IT policies and standards to improve software performance and customer serviceMonitor service level agreements, perform scheduled departmental audits, and report findings to managementAct as a technical resource for Information Technology support specialists and coordinators ""Position Purpose:Serve as contact in providing remote customer service and complex technical support to internal partners and vendors. Act as a technical resource for other IT Support Specialists.Education/Experience:High School diploma or equivalent. Bachelor's degree in Computer Science, MIS or related field preferred. 3+ years of technical support experience. Knowledge of Windows operating systems, SCCM, Altaris, SMS, and ServiceNow experience a plus. Mac experience a plus."Day to Day Responsibilities of this Position and Description of Project:About Us:You could be the one who changes everything for our 24 million members. We are transforming the health of our communities, one person at a time. As a diversified, multi-national Fortune 50 and rapidly growing organization, our mission is fueled by exceptional talent.About Us:We are revolutionizing the world of healthcare through digital transformation and building a world-class software engineering practice. Our high caliber team delivers leading edge technology and drives innovation to solve complex business challenges. Using collective innovation we are turning visions into action and challenging what is possible to support the healthcare of 1 in 15 individuals.About You:You are a highly collaborative, strategic risk-taker driven to make a difference and change the face of healthcare. You thrive in a supportive, result-oriented community and are committed to the relentless pursuit of continuous growth. You are highly agile, excel in fast-paced environments and willing to push outside your comfort zone. You are ready to find your purpose at workRequirements:Great customer service and communications including Executive supportIT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/NetworkingOperational Discipline : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plusHighly motivated , self-reliant and great team player. Some of these roles will have a remote manager.These are all full time onsite critical worker roles during Covid.This is an onsite role supporting local and remote employeesInstall, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performanceSME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where requiredRemotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end usersEvaluates decisions through the eyes of the customer; builds customer relationships and creates processes with customer viewpointFollow up on outstanding incidents/requests to provide better customer satisfactionProvide walk-thru customer first service, interact with our end user baseCollaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support ServicesComplete ticket logging/classification/categorization correctly and efficientlyTrain users and communicate on how to use technology equipment and provide process documentation providing the best customer serviceMaintain appropriate stockroom level by adhering to procurement and asset inventory processAct as escalation point for any IT related issuesDemonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networkingstrong Customer Service, collaboration and communication skillsTechnical Knowledge of Audio Visual and Conference technology a big plusWorking knowledge of Service Management (ITIL) and use of Service NowDisciplined approach to following operational processesProvide first-level on-site deskside IT support of customers' software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.Respond to requests and document tickets in Service Now following our policy and procedures.Perform software installations, upgrades, and configure customer-specific software.Review team's current processes and recommend process improvements.Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.Train users and communicate policies and standards to improve software performance and customer service.Act as a technical resource for Information Technology support coordinators.Serve as contact in providing on-site customer service and moderately complex technical support to internal partners and vendors.Deskside services - image computers, prep computers, manage, distribute, and collect inventory (need organization skills), work with Dell on damaged equipment, etc.Support 400-500 peopleMetrics: timeframes to complete, timeframe to pick up tickets/request ticketsEducation/Experience:High school diploma or equivalent. Bachelor's degree in Computer Science, MIS, or related field preferred. 5+ years of technical support experience. Knowledge of Windows operating systems required and ServiceNow experience a plus.Internal/External Groups with which the Candidate will interface:Internal Employee SupportRequired Skills/Experience:1.Sr. Level experience2.Large Enterprise/corporate environment3.Excellent customer service/soft skills requiredPreferred Skills/ Experience:1.ServiceNow Ticketing2.A+ Certified Preferred3.Inventory managementSoftware Skills Required:Windows 10, Cisco VPN, MS Office Products etc.location: Detroit, Michiganjob type: Contractsalary: $27.78 - 31.25 per hourwork hours: 8am to 4pmeducation: High Schoolresponsibilities:"Provide second-level remote support of customers' software and minor operating system modifications requests. Investigate, research, and resolve complex IT issuesRespond to requests and document tickets in Service Now following Centene's Information Technology policy and proceduresPerform software installations, upgrades, and configure customer-specific softwareReview team's current processes and recommend process improvements. Update installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teamsIdentify training needs, perform new user IT training and communication of IT policies and standards to improve software performance and customer serviceMonitor service level agreements, perform scheduled departmental audits, and report findings to managementAct as a technical resource for Information Technology support specialists and coordinators ""Position Purpose:Serve as contact in providing remote customer service and complex technical support to internal partners and vendors. Act as a technical resource for other IT Support Specialists.qualifications:
Experience level: Experienced
Education: High School
skills:
Desktop Support
Support enginnerEqual 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.At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.
