Help Desk Specialist III
Kforce Inc.
Job Info
RESPONSIBILITIES:
Kforce has a client that is seeking a Help Desk Specialist III in Reno, NV. If you enjoy working face to face with customers in a fast-paced high-tech environment, then this is the place for you!Summary:The role of Help Desk Support Specialist I (CW) is to help employees with all facets of the corporate computing environment. The Analyst must combine an understanding of Macintosh & Windows with firsthand experience.Responsibilities:- Help Desk Specialist III will troubleshoot software, hardware, and connectivity issues in person & remotely via virtual support (phone/chat) Troubleshoot video conference issues; Ability to understand & articulate root cause on customer issues
- Log all Service Desk contacts into Incident Management System (ServiceNow
- Assist customers in gaining access to various systems and servers
- As a Help Desk Specialist III, you will provide support for remote employees using AppStream environments, VDI machines, and Avaya/Cisco telephony
- Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console
- Deploy/patch software using Casper and LANDesk technologies
- Communicate call trends and challenges team meetings
- Work closely with the team to resolve or properly close aging tickets
- Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
REQUIREMENTS:
- 2-3 years of Service Desk or Desktop Support experience for both PC and Mac required
- Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment and virtual support via phone/chat
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
- Familiarity with encryption and security tools and triaging within this environment
- Ability to take on small projects from start to finish
- Knowledge Base and process documentation skills
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
- Passionate about providing excellent customer service and follow-through to completion
- Familiarity supporting Mac OS X & Windows 7/10 Good problem solving, diagnosis and troubleshooting skills
- The ability to work under pressure in a fast-paced environment is a must
- Familiarity with wired and Wi-Fi Networking with Windows Active Directory
- Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
- Familiarity with Video Conferencing support and communication technologies such as Jabber, Blue Jeans, Zoom is a plus
- Working knowledge of collaboration tools such as Slack, Box, Google Suite
- Familiarity with ticketing systems such as ServiceNow is a plus
- Strong mobile support (Android, iOS, etc.) experience
- Ability to work independently and within a team
- Onsite 5 days/week
- Schedule: 7-4 or 8-5 PT
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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