Help Desk Spec (Mid)
Tasks related to customer support that meets current and future business requirements of the IRS shall include:
oAdherence to all CSS policies and processes.
oPerformance of remote work including but not limited to installs, configurations, upgrades, troubleshootingoReceipt of, response to, and complete resolution of any ESD contacts; Documentation of actions taken, Needed guidance and/or training given to customers to prevent recurrences; and Assistance to Service Desk specialists in resolving complex problems.
oPerformance of remote work in working the web queue inventory.
oProviding telephone customer support, as required.
oAn ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
oAn ability to assist multiple customers at a time when possible.
oAn ability to open and monitor status of trouble tickets and add pertinent information into the HP Service Manager, to include steps leading to resolution.
oSkillset to troubleshoot and resolve end user hardware and software problems.
oProviding updates, as appropriate, to Knowledge Articles that are no longer accurate.
oPerformance of basic network functions such, as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, adding and removing systems from the domain, etc.
as well as coordinate with the other service providers according to the Knowledge Articles to troubleshoot customer's issues.
oAdherence to an average handle time as prescribed; then follow the escalation process.
Knowledge, skills, and abilities in implementing IT problem management solutions to reduce issues in an IT support environmentBenefits (Full-Time, W2 Employees - at least 30 hours per week):
Medical, Dental, and Vision offerings Weekly Direct Deposit Paid Holidays and Personal Time Off 401(k) with match Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages Pre-Paid Legal and Employee Assistance Programs Northwest Federal Credit Union Membership BB&T @ Work Program Pay Range:
$22 to $24ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans Recommended Skills Customer Service Hp Service Manager Software Problem Management Problem Solving Technical Support Telephone Call Reception Management Estimated Salary: $20 to $28 per hour based on qualifications.
oAdherence to all CSS policies and processes.
oPerformance of remote work including but not limited to installs, configurations, upgrades, troubleshootingoReceipt of, response to, and complete resolution of any ESD contacts; Documentation of actions taken, Needed guidance and/or training given to customers to prevent recurrences; and Assistance to Service Desk specialists in resolving complex problems.
oPerformance of remote work in working the web queue inventory.
oProviding telephone customer support, as required.
oAn ability to follow knowledge articles and articulate instructions in a chat or phone session to assist customers.
oAn ability to assist multiple customers at a time when possible.
oAn ability to open and monitor status of trouble tickets and add pertinent information into the HP Service Manager, to include steps leading to resolution.
oSkillset to troubleshoot and resolve end user hardware and software problems.
oProviding updates, as appropriate, to Knowledge Articles that are no longer accurate.
oPerformance of basic network functions such, as but not limited to, verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, adding and removing systems from the domain, etc.
as well as coordinate with the other service providers according to the Knowledge Articles to troubleshoot customer's issues.
oAdherence to an average handle time as prescribed; then follow the escalation process.
Knowledge, skills, and abilities in implementing IT problem management solutions to reduce issues in an IT support environmentBenefits (Full-Time, W2 Employees - at least 30 hours per week):
Medical, Dental, and Vision offerings Weekly Direct Deposit Paid Holidays and Personal Time Off 401(k) with match Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages Pre-Paid Legal and Employee Assistance Programs Northwest Federal Credit Union Membership BB&T @ Work Program Pay Range:
$22 to $24ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans Recommended Skills Customer Service Hp Service Manager Software Problem Management Problem Solving Technical Support Telephone Call Reception Management Estimated Salary: $20 to $28 per hour based on qualifications.
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