Eliassen Group is supporting a large federal integrator in the search of a Service Desk Specialist. This position will be W2 and fully onsite at our client's location in Santa Ana, CA. This will also be a 90 day contract with potential of extension or converting to our client depending on funding.
Schedule: 6am-6pm (8 core hours a day)
Responsibilities:
• Provide support through both onsite/remote to resolve internal end user issues
• Monitor and respond quickly and effectively to calls or chats received to the Service Desk
• Interact with end users via soft phone or chat modules to resolve primarily software issues but may get questions about hardware
• Remotely access and support end user machines to achieve first call resolution
• Utilize Service Now as the ticketing tool to track and escalate tickets for end users
• Assist with onboarding of new Agents by training and allow others to shadow
• Perform other tasks as needed by the Service Desk Managers
Basic Qualifications:
High School Diploma, GED, equivalent certification or military experience
At least 1 year of remote help desk support/Customer Service experience
Fluent in English
Preferred Qualifications:
Associates Degree in Computer Science, Information Systems, and Engineering, equivalent certification or military experience
ITIL Certification
2+ years of remote help desk support experience
