Job Description :
Job Description:
Job Title : Service Desk
Location : Lowell, AR
Duration : 3 Months Contract
Primary Skills: Windows Operating System, TCPIP Networking, Outlook, Active Directory Tools.
Expected Proficiency in the Following Areas:
Proficiency gained through experience or training.
Windows Operating System, TCPIP Networking, Outlook, Active Directory Tools
Call Center technology
VNC Viewer
Business Continuity Principles and Procedures
Team Participation and Critique
Expertise gained through experience or through training.
Customer Service and Support
Individual Time Management
Individual Organization
Problem Determination and Resolution
Technical End-user Support
High school diploma and/or some college
One year information systems or Data Center experience and/or one year client''s business experience
Responsibilities :
Responsible for providing high level of customer service to internal customers by resolving tier one technical problems and facilitating solutions that require higher level of technical support. Support responsibilities include, but are not limited to:
Respond to requests for IT related support via telephone, email, and instant message.
Monitor trends of current customer service issues.
Contribute to the Service Desk body of knowledge.
Train end users to facilitate problem resolution.
Facilitate focus groups with other functional areas of IT.
Data entry into time tracking and reporting databases.
Provide ongoing support of first line contacts and resolution for end users via multiple communication methods by leverage decision making & problem solving skills, with a high level of customer service
Monitor client''s systems via automated alerting and dashboards, with a high level of communications on deviations from baseline
Work with others to approve (as needed) and modify scheduled batch jobs
Implement system changes on mainframe and server environments per change activities
Manage the weekly maintenance window for the mainframe
Perform print jobs on secure check and other large reports