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Randstad Help Desk Support in Eden Prairie, Minnesota

Help Desk Support

job details:

  • location:Eden Prairie, MN

  • salary:$18 - $23 per hour

  • date posted:Monday, February 22, 2021

  • job type:Temp to Perm

  • industry:Health Care and Social Assistance

  • reference:823052

job description

Help Desk Support

job summary:

SCHEDULE: Monday - Friday 1 pm - 10 pm.

TOP REQUIREMENTS:

  • 3 or more years of Technology Support experience, including advanced level of triaging

  • 1 or more years of experience with maintenance and operations (M&O) support

  • Excellent customer service and soft skills

Required:

  • Bachelor's Degree or higher level of education or relevant experience

  • 5 or more years of experience with PC operating systems including Windows NT, 2000 and XP

  • 3 or more years of experience in a customer service role

  • 3 or more years of Technology Support experience, including advanced level of triaging

  • 1 or more years of experience with maintenance and operations (M&O) support

  • Experience with MS Office (including Word, Excel and PowerPoint)

  • Ability to communicate professionally both written and oral

  • Excellent customer service and soft skills

Assets:

  • Information Technology certifications preferred

  • Information Technology Infrastructure Library (ITIL) certification preferred

  • Computing Technology Industry Association A+ certification a plus

  • Certified Information Systems Security Professional (CISSP) a plus

  • 1 or more years of experience with monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite preferred

  • Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)

  • Call Center experience preferred

  • Intermediate knowledge of monitoring tools including Micro Focus (HP) Operations Bridge, Sitescope, and the Dynatrace application performance suite

location: Eden Prairie, Minnesota

job type: Contract

salary: $18 - 23 per hour

work hours: 3pm to 12am

education: No Degree Required

responsibilities:

  • Answer and resolve inbound technical calls at a corporate Help Desk, efficiently and professionally, in a fast paced call center environment

  • Troubleshoot applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed

  • Follow all escalation procedures according to service level agreement

  • Use remote control tool to assist end users when needed

  • Provide an accurate record of each call in incident management tracking tool

  • Demonstrate a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function

  • Act as a technical resource to others to resolve problems, issues, errors or related

  • Anticipate customer needs and proactively identifies solutions

  • Plan, prioritize, organize and complete work to meet established objectives

  • Utilize application-monitoring tools to proactively identify issues and/or utilize to triage and resolve issues.

  • Collaborate with client engagement teams to ensure optimal monitoring solutions are implemented and maintained.

qualifications:

  • Experience level: Experienced

  • Minimum 2 years of experience

  • Education: No Degree Required

skills:

  • Support

  • Customer Service

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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