Service Desk Specialist (W2 Contract to Hire)
- 95% Remote- 1 day per month in office in Irving, TX (DFW)
We are looking for a Service Desk Analyst for a Contract to Hire position with our trusted Healthcare client. This position is 95% remote and looking for someone open to more hybrid if needed in the future. Requires 3 years in the Helpdesk environment, 2 years network-related support, and 2 years in O365 support. If this sounds like you, please apply asap.
Summary:
In this role, you will focus on resolving a wide range of software and hardware related issues while providing top-tier customer service to our end users. You will have high visibility and will collaborate with internal users to provide technical support via phone and email. We are looking for someone to have a wide-range skill set including working with our ticketing system, verbal and written communications, basic networking, system support, and end user troubleshooting!
Responsibilities:
- Act as a technical resource to assist and support software implementation projects.
- Serve as liaison to other resources as needed to solve complex issues or report bugs, etc.
- Troubleshoot and resolve access related issues using Active Directory and SailPoint.
- Basic Office 365 troubleshooting and support
- Outlook-Updates, Setting up users, password resets etc.
- Troubleshooting a variety of hardware and software problems in a timely manner, maintaining SLA standards and first call resolution
- Configuration, Troubleshooting, and Repair of hardware and software
- Windows and MS Office support
- Familiar with basic networking support (TCP/IP, DNS, VPN and DHCP)
- Mobile device set-up and support iPhones /Android
- Creating tickets, running reports, searching knowledge articles, and analyzing data using the Remedy Force ticketing system
- Troubleshooting issues with messaging platforms, collaboration, video conferencing and A/V issues
Qualifications:
- 3+ years of experience in Helpdesk (Phone & email) technical support for an enterprise organization with a major ticketing system (Remedy preferred, but not a must)
- 2+ years supporting, networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS for an Enterprise Organization
- 2+ years troubleshooting Microsoft Office software, including Outlook, Excel, Word, PowerPoint, and related add-ins
- Advanced Excel spreadsheet experience including pivot tables, formulas, and dashboarding
- Troubleshooting all aspects of mobility, including Windows/Mac laptops, remote connectivity, VPN
- Must have experience working with Office 365, Active Directory, and Microsoft Exchange
- 2 or more industry certifications (i.e. CompTIA suite, ITIL, Microsoft Specialists, ACSP, etc.) preferred
- Bachelor’s degree (BS or BA) preferred
