*Not open to C2C or third party candidates at this time*
Contract to hire opportunity
FULLY REMOTE - candidate must be based in HOUSTON, TX
*ServiceNow experience REQUIRED*
Job Summary:
The Help Desk Technician will users resolve issues with computer hardware or software. This candidate will respond to user inquiries, assess problems and issues with IT equipment and applications. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutions. They must also be customer-oriented and patient to deal with difficult customers.
Essential Duties/Responsibilities:
• First point of contact in all computer hardware, software, and telecommunications problems and requests. Use remote capability to assist with troubleshooting.
• Provide customer service/help desk/technical support experience that includes migration support, MS Office and desktop configuration.
• Desktop site support - Determine the best solutions based on the issue and details provided by customer
• Provide support and resolve problems related to installed computer software.
• Troubleshoot printer connection issues
• Maintain support materials: edit, update, and generate support documents for knowledgebase.
• Active Directory Administration including account creation, shared mailbox creation, security group creation, and file share access
• Webex account creation
• P2C account creation and reset
• Password Resets for various websites/applications
• Document and log incidents ticket using Service Now tracking tool.
• First level support company email on mobile devices
• Create and provide support for SFTP configuration and access
• Provide support for VPN software connection issues
• Vendor VPN account creation
Minimum Requirements:
• Experience with ServiceNow
• Ability to work under time pressures while maintaining a customer service attitude
• Experience in troubleshooting hardware, software and network connectivity issues
• Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
• Self-motivated with attention to detail
• Organizes workload, sets priorities and works within deadlines
• Effective communication and interpersonal skills
• Maintains confidentiality of information
• Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.
