Hi All,
Please find the role below and let us know if you have suitable profile.
Role: Help Desk Admin
Location: Houston, Texas( Remote)
Preferred locals only
Experience: 9+ Years
Duration: 6+ Months contract.
***This team requires coverage during the holiday seasons. Please confirm with all candidates PRIOR to submitting if they will need any time off during that period.
Help Desk Admin is an information technology (IT) professional who helps users resolve issues with computer hardware or software. They respond to user inquiries, assess problems and issues with IT equipment and applications. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solutions. They must also be customer-oriented and patient to deal with difficult customers.
Essential Duties/Responsibilities:
· First point of contact in all computer hardware, software, and telecommunications problems and requests. Use remote capability to assist with troubleshooting.
· Provide customer service/help desk/technical support experience that includes migration support, MS Office and desktop configuration.
· Desktop site support – Determine the best solutions based on the issue and details provided by customer
· Provide support and resolve problems related to installed computer software.
· Troubleshoot printer connection issues
· Maintain support materials: edit, update, and generate support documents for Service Now Knowledge Article and IT Service Desk knowledgebase.
· Active Directory / O365 Administration including account creation, shared mailbox creation, security group creation, and file share access
· P2C account creation and reset
· Password Resets for various websites/applications
· Document and log incidents ticket using Service Now tracking tool.
· First level support company email on mobile devices
· Provide support for VPN software connection issues
· Vendor VPN account creation
Working Conditions:
· Some overtime required as special projects arise.
· 10% Travel
Minimum Requirements:
· Ability to work independently and in a team environment
· Ability to work under time pressures while maintaining a customer service attitude
· Experience in troubleshooting hardware, software and network connectivity issues
· Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
· Self-motivated with attention to detail
· Organizes workload, sets priorities and works within deadlines
· Effective communication and interpersonal skills
· Maintains confidentiality of information
· Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.
Preferred Qualifications:
· Ability to work independently and in a team environment
· Ability to work under time pressures while maintaining a customer service attitude
· Experience in troubleshooting hardware, software and network connectivity issues
· Must have an understanding of technical support practices such as ticket documentation, service level agreements, statistics and escalation processes.
· Process and understanding Terminations
· Self-motivated with attention to detail
· Organizes workload, sets priorities, and works within deadlines
· Effective communication and interpersonal skills
· Maintains confidentiality of information
· Must have flexibility for working rotating on call schedule and backfilling for peers when coverage is needed.
Additional Knowledge, Skills and Abilities:
· Communication, Ability to work under pressure, attention to detail, decision making, time management, identify process improvement, self-motivation, conflict resolution, redirecting problems to appropriate resources, leadership
Kind Regards,
Ashwa Mohan
Delivery Lead- US Process ( Recruitment)
An ISO 9001:2015 Certified Company and Proud Member of NASSCOM |
Phone: 919 439 3682 extn 9014 Email: mohan@infomericainc.com LinkedIn : linkedin.com/in/mohan-kumar-b7949444 Our Locations: India | USA | UK
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