Our client has an opening for a Service Desk Support Technician. This is a client-facing role (in a higher education setting) providing technical hands-on in person and over the phone support for users.


In this role, you will be responsible for providing technical assistance and support related to technical services, hardware, and software. 6 to 7 month contract to start.

ESSENTIAL DUTIES

• Receives help desk requests via phone, email and in person
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support

• Associate Degree required; Bachelor's Degree preferred in computer science, information science or related field
• 1+ years of technical support experience
• Experience with help desk ticketing systems, Exchange and Active Directory
• Experience working in a contact center, ITSM system
• Experience with Windows and Apple environments, Microsoft Office, Email, printing, VoIP, remote support tools and collaboration tools 
• Knowledge of ITIL methodologies 
• Strong face to face client interaction and customer service skills
• Solid communication and interpersonal skills
• Ability to troubleshoot and problem solve with excellent organization skills