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IT Technician - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Dallas, TX Dallas, Texas |
About this job
COMPANY DESCRIPTION
Our vision at Headway Workforce Solutions is to set the standard for the Human Capital profession by sourcing, recruiting and placing great people with great companies. Headway‘s client focused approach provides both job seekers and employers with a high-touch, best-in-class service model. At Headway, we strive to be a job seeker‘s career agent by guiding, advising and placing them in the best positions and organizations based on their particular goals.
Our Character , Commitment and Passion , to both candidates and clients, are the foundation of the company's culture. These principles allow our employees to be more responsive, flexible and customer-centric so we can focus on building strategic value for our client-partners human capital.
JOB DESCRIPTION
We're currently seeking a IT Technician for a contract opportunity in Dallas, TX. This is a great opportunity to work with one of the world's leading suppliers of a wide range of products, solutions and services in the field of energy technology.
MAIN RESPONSIBILITIES/DESIRED QUALITIES
The Help Desk Analyst I must provide 1st level technical support via phone in a positive, professional image to a wide variety of end users in a healthcare environment including clinical staff (Doctors, Nurses, Lab Technicians) and corporate employees of all levels. This position will be spent 100% on the phone resolving tickets at the 1st level, and will escalate tickets to 2nd and 3rd level technicians when necessary. Analyst will have target metrics including number of calls, first call resolution, average talk time, average speed to answer and quality scores from customer satisfaction survey responses and the audit of recorded calls, recorded screen capture and ticket audit.
1. Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical incidents related to Microsoft Windows (rarely could include Apple MAC) products and environments including applications, Outlook mail, enterprise applications, security issues (password reset, account unlock, etc.), desktop hardware/software. Troubleshooting skills are required to triage issue and resolve or escalate as appropriate. Knowledge articles are referenced on every ticket.
2. Thoroughly document all incident and request calls in ticketing system - Service Now. Tickets must be completed while customer is on the phone and using correct grammar and spelling while managing the call to meet average talk time targets. Troubleshoots incidents using desktop remote control products when appropriate and documents all services provided.
3. Responds to customer questions and issues in a timely and appropriate manner.
4. Interacts with business and clinical customers of IS services with a high degree of tact and diplomacy to promote a positive image of the Service Desk.
6. Uses verbal and written communications to demonstrate a customer-focused attitude when dealing with customers.
7. Accurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer service.
REQUIREMENTS
• 1-3 years' experience providing technical support in in a fast paced organization where change and innovation is embraced and the customer is the main focus
• The Service Desk is 24 x 7. The analysts need availability to work flexible schedule which includes all hours of technical center operation (including weekends). Schedules are set and are not rotating but analyst may be asked to temporarily assist on other shifts as needed.
• Ability to work in a fast paced environment where high performance is expected and valued.
• Proficient personal computer skills
• Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client. Must pay very close attention to detail. Must have very good phone etiquette
• Excellent interpersonal, written, and oral communication skills
• Ability to work in team fostered multi-tasked environment
ADDITIONAL INFORMATION
Contract length- 3+ Months (Contract to Hire)
Shift- 1 st 8am-5pm
Our vision at Headway Workforce Solutions is to set the standard for the Human Capital profession by sourcing, recruiting and placing great people with great companies. Headway‘s client focused approach provides both job seekers and employers with a high-touch, best-in-class service model. At Headway, we strive to be a job seeker‘s career agent by guiding, advising and placing them in the best positions and organizations based on their particular goals.
Our Character , Commitment and Passion , to both candidates and clients, are the foundation of the company's culture. These principles allow our employees to be more responsive, flexible and customer-centric so we can focus on building strategic value for our client-partners human capital.
JOB DESCRIPTION
We're currently seeking a IT Technician for a contract opportunity in Dallas, TX. This is a great opportunity to work with one of the world's leading suppliers of a wide range of products, solutions and services in the field of energy technology.
MAIN RESPONSIBILITIES/DESIRED QUALITIES
The Help Desk Analyst I must provide 1st level technical support via phone in a positive, professional image to a wide variety of end users in a healthcare environment including clinical staff (Doctors, Nurses, Lab Technicians) and corporate employees of all levels. This position will be spent 100% on the phone resolving tickets at the 1st level, and will escalate tickets to 2nd and 3rd level technicians when necessary. Analyst will have target metrics including number of calls, first call resolution, average talk time, average speed to answer and quality scores from customer satisfaction survey responses and the audit of recorded calls, recorded screen capture and ticket audit.
1. Provides telephone or electronic 1st level technical support for the determination, resolution, or escalation of technical incidents related to Microsoft Windows (rarely could include Apple MAC) products and environments including applications, Outlook mail, enterprise applications, security issues (password reset, account unlock, etc.), desktop hardware/software. Troubleshooting skills are required to triage issue and resolve or escalate as appropriate. Knowledge articles are referenced on every ticket.
2. Thoroughly document all incident and request calls in ticketing system - Service Now. Tickets must be completed while customer is on the phone and using correct grammar and spelling while managing the call to meet average talk time targets. Troubleshoots incidents using desktop remote control products when appropriate and documents all services provided.
3. Responds to customer questions and issues in a timely and appropriate manner.
4. Interacts with business and clinical customers of IS services with a high degree of tact and diplomacy to promote a positive image of the Service Desk.
6. Uses verbal and written communications to demonstrate a customer-focused attitude when dealing with customers.
7. Accurately communicates pertinent information to create a work environment that lends itself to the best interest of departmental personnel and customer service.
REQUIREMENTS
• 1-3 years' experience providing technical support in in a fast paced organization where change and innovation is embraced and the customer is the main focus
• The Service Desk is 24 x 7. The analysts need availability to work flexible schedule which includes all hours of technical center operation (including weekends). Schedules are set and are not rotating but analyst may be asked to temporarily assist on other shifts as needed.
• Ability to work in a fast paced environment where high performance is expected and valued.
• Proficient personal computer skills
• Must be customer-focused, work well in a team-oriented environment, and provide quality service for the business client. Must pay very close attention to detail. Must have very good phone etiquette
• Excellent interpersonal, written, and oral communication skills
• Ability to work in team fostered multi-tasked environment
ADDITIONAL INFORMATION
Contract length- 3+ Months (Contract to Hire)
Shift- 1 st 8am-5pm