Help Desk Representative

---

Job description

job summary:

Randstad Technologies is seeking a Help Desk Representative for an opportunity in Downtown Kansas City, MO. This position is responsible for acting as the first point of contact between end-users and the Information Technology team. This role requires a confident and professional individual with in-depth technical skills, a keen desire to learn, and a commitment to extraordinary customer service. The ideal candidate will have A+ certification and some experience supporting operating systems and user applications

location: KANSAS CITY, Missouri

job type: Contract

salary: $20 - 22 per hour

work hours: 8am to 4pm

education: High School

responsibilities:

• Act as the first contact for end-users for all IT supported systems.
• Receive requests, whether problem reports or requests for new services, via accepted mechanisms such as phone calls, emails, and in-person visits.
• Gather customer contact information and the symptoms of the problem, and then log information into tickets for all incoming work requests.
• Properly categorize, prioritize, and route each ticket to the correct group or tech.
• Troubleshoot certain issues by analyzing the reported symptoms and solves them, ideally affecting a first-call resolution.
• Escalate tickets appropriately when issue is unable to be resolved before SLA has expired.
• Create knowledge base documentation for issues that are resolved but not yet documented.
• Follow up with customers to ensure issue has been resolved.
• Install, modify, and repair computer hardware and software.
• Act as back-up for conference room and audio/visual setup, as needed.
• Other duties may be added and/or assigned, as needed.

QUALIFICATIONS / SKILLS:

• High School diploma or equivalent
• 2 years experience in an enterprise environment
• A+ certification preferred
• In-depth computer Skills and the Ability to Troubleshoot and Diagnose Problems.
• Proficient in software support including OS and applications
• Ability to communicate technical information, both verbal and written, to a wide range of end-users.
• Customer service skills in person and over the phone
• Attention to detail and follow-through to ensure issues have been resolved.
• Keep confidential all applicant, client, and firm proprietary information
• Regularly participate in the evening and weekend on-call rotation (about every 7-9 weeks)

qualifications:

• Experience level: Entry Level
• Minimum 3 years of experience
• Education: High School

skills:

• Helpdesk

For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

- provided by Dice