Service Desk Technician

Service Desk Technician

Vacancy expired!

Title: Service Desk Technician

Location: Remote - Local to Dallas, TX/ Miramar, FL

Duration: 6 months contract to hire

Compensation: $30.00 to $34.00 hourly

Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

Job Description:

• The Technician is the first point of contact for the business partners.


• As such the Technician answers incoming calls, processes emails and web tickets and tracks all information in the ITSM tool.


• This includes software, hardware, network, telecommunication systems and basic desktop support matters.


• In the role, our technicians are responsible for determining the issue, escalating as required, working through a remedy, and then resolving the problem (either personally or through the broader team). Individuals in this position may also install software, updates and upgrades on the computers, work stations and network.


• Technicians have direct access to our business and third-party community and are expected to treat these relationships with quality, care, and empathy that is consistent with the ETP and Values.


• Participate in on call rotation


• Provide accurate and timely updates to work tickets, incidents, and outages


• Develop a command of ITIL service management practices and customization made to standards


• Learn and develop expertise in in-scope applications and platforms for areas supported (e.g., functionality, data, reporting, administration, etc.)


• Receive, ticket, and route end user support issues


• Complete issue resolution


• Document all support outcomes, including resolution and notes


• Participate in updating service policies and procedures (where needed)


• Assist with commercial and custom system testing and debugging (new releases, features, etc.)


• Communicate status of issues to users (verbally or digitally)


• Learn and develop expertise in in-scope applications


• Provide the support to resolve incidents


• Maintain awareness of system environment to ensure the highest level of service and support to the organization


• Support and maintain knowledgebase with current standards and resolution procedures

Skillset / Experience:
Minimum Qualifications

• Bachelor's or Technical Degree (computer science, information systems, software engineering or other industry related curriculum).


• Strong communications skills (written and verbal)


• Demonstrated patience and empathy for user community


• Ability to follow instructions


• Strong networking skills, including an ability to leverage relationships to solve problems


• Strong problem-solving skills


• Strong time management skills (i.e. works efficiently)


• Delivers Results


• Change agent


• Collaboration/Teamwork


• Critical Thinking


• Analytical Skills


• Ability to work within a team environment as well as independently


• Ability to understand SGWS's application portfolio as well as how the different systems contribute to daily business operations

Preferred Qualifications

• Possess entry level industry certification(s)


• Excellent verbal / written communication skills, strong attention to detail


• Ability to analyze and solve problems, think outside of the box and grasp technical concepts


• Ability to combine information or data to find relationships among seemingly unrelated events


• Familiarity with ITIL concepts


• Experience with ServiceNow or other support management software


• Experience with Telephony tool

Specialized Skills and Technologies

• Experience in Microsoft suite of office, Active Directory, Windows Operating System and iPhone Operating system (IOS)


• Fundamental understanding of IT Infrastructure, Software and Printers


• Ability to trouble shoot Local Area Network (LAN), Wide Area Network (WAN) and Virtual Private Network (VPN) issues


• Skill Set required - good working knowledge of MS Exchange & Saviynt
  

Physical Demands

• Physical demands with activity or condition may include occasional to rare amount of time include walking,bending, reaching, standing, and stooping


• May require occasional lifting/lowering, pushing, carrying, or pulling up to 50lbs

Our benefits package includes:

Comprehensive medical benefits

Competitive pay, 401(k)

Retirement plan

and much more!

About INSPYR Solutions:


TekPartners and Genuent are becoming INSPYR Solutions. As a leading information technology partner, we connect top IT talent with our clients to provide innovative business solutions through our IT Staffing, Professional Services, and Infrastructure Solutions divisions. We understand and value the unique needs of highly-skilled information technology professionals in the industry and always strive to stay above the curve. Our company was founded on the following core values: Be the Best, Understand the Urgency, Never Ever Give Up, Have the Courage to Excel, and Make a Contribution. We take pride in our business model and strive to create a positive workplace environment through an exemplary culture.

INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.