Job Summary:
Dexian is seeking a Helpdesk Support Specialist 1 for an opportunity with a client located in Des Moines, IA.
Responsibilities:
- Serve as the initial point of contact for technical support issues, managing and resolving tickets through ServiceNow
- Utilize troubleshooting skills to diagnose and resolve basic technical issues related to hardware, software, and network systems
- Act as an escalation point for more complex issues, leveraging previous experience in handling escalations
- Provide technical support over the phone, addressing issues related to various technologies and systems
- Develop and maintain an understanding of banking nomenclature and systems to effectively support banking-related technical issues
- Work closely with other IT staff and departments to ensure efficient issue resolution and system performance
- Accurately document all support activities and resolutions in the ServiceNow ticketing system
Requirements:
- 1-2 years of hands-on technology experience or relevant education in technology. Recent college graduates with strong tech internships are encouraged to apply
- Previous experience handling escalations or being an escalation point is essential
- Familiarity with Cisco phone systems, VMware, and general troubleshooting techniques
- Experience using ServiceNow or similar ticketing systems
- Ability to quickly learn and understand banking nomenclature and systems
- Strong verbal and written communication skills, including phone support experience
- Willingness to work onsite 4 days a week with 1 day remote
- Experience with Cisco phone systems is highly desirable
- Familiarity with VMware and related troubleshooting is a plus
Desired Skills and Experience
Job Description: Technician, Tier 1 (Contract)
Contract Length: 2 Years
Location: Onsite (4 days per week) with 1 day remote
Position Overview:
We are seeking a dedicated Technician, Tier 1 to join our local client on a 2-year contract. This role involves providing first-line technical support and managing ticketing systems using ServiceNow. The ideal candidate will have strong troubleshooting skills, some technology experience or education, and the ability to grasp banking nomenclature and systems. This position includes approximately 30% phone work and requires being an escalation point for more complex issues.
Key Responsibilities:
First-Line Support: Serve as the initial point of contact for technical support issues, managing and resolving tickets through ServiceNow.
Troubleshooting: Utilize troubleshooting skills to diagnose and resolve basic technical issues related to hardware, software, and network systems.
Escalation: Act as an escalation point for more complex issues, leveraging previous experience in handling escalations.
Phone Support: Provide technical support over the phone, addressing issues related to various technologies and systems.
Banking Systems Knowledge: Develop and maintain an understanding of banking nomenclature and systems to effectively support banking-related technical issues.
Collaboration: Work closely with other IT staff and departments to ensure efficient issue resolution and system performance.
Documentation: Accurately document all support activities and resolutions in the ServiceNow ticketing system.
Required Skills and Qualifications:
Technology Experience: 1-2 years of hands-on technology experience or relevant education in technology. Recent college graduates with strong tech internships are encouraged to apply.
Escalation Experience: Previous experience handling escalations or being an escalation point is essential.
Technical Skills: Familiarity with Cisco phone systems, VMware, and general troubleshooting techniques.
ServiceNow Experience: Experience using ServiceNow or similar ticketing systems.
Banking Knowledge: Ability to quickly learn and understand banking nomenclature and systems.
Communication Skills: Strong verbal and written communication skills, including phone support experience.
Onsite and Remote Work: Willingness to work onsite 4 days a week with 1 day remote.
Preferred Qualifications:
Cisco Phone Support: Experience with Cisco phone systems is highly desirable.
VMware Knowledge: Familiarity with VMware and related troubleshooting is a plus.
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
