Position : Service Desk Technician III Location : Wilmington, DE
Duration : 12 months Client : ING DRIECT Skills: Application, Applications, Call Center, Citrix, Computer, Customer Service, Desktop, Hardware, IT, Management, Networking, Peripherals, Research, SDLC, Software, Supervision, Systems, TCP/IP, Technician, Test, Unix, Windows Summary The Service Desk Technician III position is responsible for providing Tier I support for all users experiencing problems with desktop hardware, software and other computer related technology issues and inquiries, including but not limited to logon problems, connectivity issues, and application problems. The individual will be responsible for handling problem recognition, research, isolation, resolution and follow-up for routine end user problems. The technician will develop, test and document technical steps and procedures for end user community consumption. Responsibilities Provide Tier I technical support for the end user community via various communication mechanisms to include phone, email and in person within Service Level Agreements. Execute first call resolution for most common inquiries independently. Engage other IT teams as needed for escalations when first call resolution is not available. Install and troubleshoot desktop hardware and software according to department standards and procedures. Ability to recognize trends and patterns between diverse service request descriptions and escalate potential future problems to Service Desk Team Leader. Coordinate the workflow of requests and incidents queue when needed. Provide direction and guidance to other Service Desk Technicians. Ability to engage and influence team members as well as people external to the team. Interaction with other IT teams to enhance your skill set. Understand IT best practices around ITIL/SDLC frameworks. Assist Service Desk Team Lead/Leader with various reporting. Produce internal policy & procedure documents for the Service Desk Team. Represent Service Desk team on IT & Business projects and initiatives. Handle other duties as assigned by IT Management. Qualifications Experience: 3 - 5+ years of experience in a technology support role. Prior work experience in a Customer Service, Call Center or Customer facing environment. A general understanding of the banking industry preferred. Ability to verbally communicate in a professional and courteous manor to all customers. Ability to effectively communicate with all levels of the organization. Highly motivated and self-starting Information Technology professional with a desire for a variety of challenges. Education and/or Certifications: Associates degree in Computer Science or an equivalent experience in a technical support role. CompTIA A+ Certification or comparable skill set required. MCTS, MCITP or MCDST professional certification strongly preferred or comparable skill set. Technical skills and abilities: Strong knowledge of desktop hardware, peripherals and software. Strong knowledge of current Windows OS. Strong knowledge of current Microsoft Office Applications. Strong knowledge of client/server technologies. Strong knowledge of Active Directory features and management. Moderate UNIX systems knowledge. Moderate TCP/IP networking knowledge. Knowledge of ITIL Service Delivery standards required. Knowledge of remote connectivity systems, such as Citrix and terminal services. Proficient organizational & time management skills with the ability to properly manage individual workload under general supervision. Proficient problem solving abilities. Proficient verbal & written communication skills Highly motivated and self-starting Information Technology professional with a desire for a variety of challenges. Working Conditions: Flexibility with respect to hours, nights and weekends required. Participation in On-Call Rotation required. 0 - 10% Travel ____________________________________________________________________________ ____ Kiran Raj Client Manager ASCENT TECHNOLOGIES INC., Certified "WMBE" 42, Prestbury Square, Newark DE 19713. Phone: 302 355 0608 Ext : 212 | Fax: 302.525.4485 Email: <mailto:[email protected]> [email protected] | <http://www.ascentinc.net/> www.ascentinc.net|IM: <mailto:[email protected]> nickwills27 cid:[email protected] -- You received this message because you are subscribed to the Google Groups "KNOW.IT" group. To post to this group, send email to [email protected]. To unsubscribe from this group, send email to [email protected]. For more options, visit this group at http://groups.google.com/group/know_it_az?hl=en.
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