Helpdesk Support Technician

Duration

1

Duration Unit

Year(s)

Req Description

Description

takes in all of the helpdesk calls for the for ticketing and first line trouble shooting. They have documented procedures and protocol for the different scenarios and applications that they will be receiving calls on and their role is to create a ticket for each call that comes in, do the technical troubleshooting they are able to, and escalate if needed. Windows environment, but they will receive calls of a spectrum of nature.

This position is located in the Ops Center in Dimondale, MI.

The are new customer service initiatives in place and all agents are required to take 25 calls a day. This is a very high call volume service desk and the department fields around 1500 call in a day. Our candidates will be on the phone all day 40 hours per week and need to be comfortable with this requirement. Also, candidates must be reliable, on time, and consistent with attendance. Customer service is very important in this role. Often, end users will be frustrated with an issues and our agents to be calm and patience as they wall the end user through the issues. If issues are not resolves in 15 to 20 minutes this will be escalated to the Advance EUS team which provide tier 2 support for the .

Responsibilities:
•Log and track requests received from clients.
•Investigate, evaluate and resolve reported support issues and requests.
•Log, categorize and prioritize incidents.
•Perform initial diagnosis and determine if escalation is necessary.
•Install and maintain both hardware and software.
•Serve as a troubleshooter in the implementation and use of workstations and associated software and hardware.
•Answer technical phone lines

Enterprise Req Skills

windows 10,phone support,phone support remedy,mobile device,printer support,application support,customer support

Job Title

Helpdesk Support Technician

Top Skills Details

Service Desk / Help Desk - 6 months: taking phone calls and tickets from end users to assist them with their issues. The takes all calls and will try to resolve every issue unless it must be escalated
Windows 10: runs on Windows 10 so the consultants must be able to troubleshoot all issues with the Windows 10 OS.
Customer Service - 6 months: High customer service is a must because they pride themselves on having a high customer satisfaction.

Worksite Address

Dimondale,Michigan,United States,48821

Additional Information

Contractors typically have the best opportunity to go fulltime after being on contract there for a 1 or 2 years. It depends on their previous experience to meet State Hiring requirements.

Drug Test Required

true

Experience Level

Entry Level

External Communities Job Description

This position is working on an Enterprise Helpdesk. The helpdesk takes all incoming technical issues and if they have the capability to resolve the problem they are allowed. If the technician cannot resolve the problem they will escalate to the tier 2 team. It is a Windows 10 environment and they use a ticketing system to log and track all calls and tickets.
The client has initiatives in place and all technicians are required to take 25 calls a day and the department field 1500 in one day.

EVP

This position will allow for someone to gain good experience with the and get their foot in the door for permanent openings there in the future. MiCJIN has high visibility and they will work with many of the state applications and systems that will give them a leg up in the government sector. It is a very stable position and the consultants on this team enjoy the people they work with, the managers they work for and the role in general. It is excellent helpdesk experience that will hone their technical skills. 50 plus former TEK resources are now full time employees. The contractors have the ability to work from home during inclement weather and can get approval for 1 day a week to regularly work from home.

Work Environment

This is the helpdesk. It is the first line of defense for all technical calls. They need to handle the political aspect well, but above all follow all rules and procedures mandated to them. It is second shift 3pm to 11pm. They sit in a call center environment but they have pods/groups they are aligned to that they can collaborate with for assistance. Very laid back environment and people really enjoy the upbeat and friendly culture.

Additional Skills Tags

Additional Skills & Qualifications

Need someone that is ambitious and can take the initiative. Hard working to stay ahead of the ticket cue.

Business Qualification

Impact to the Internal/External Customer

With problem resolution times and wait times down when employees have technical issues, it will not only improve the perception of good customer service but it will also increase productivity and bottom line as employees will spend more time working and less time trying to get their technical problems solved.

Why is Position Open?

Business Challenge

The has had high wait times for calls. They want to try and keep the wait times down to support the end users. The helpdesk has certain acceptable standards for wait times and problem resolution times that they are not hitting, which continues to give a negative impression to state employees about the level of service they are getting.