Helpdesk Support Technician

We have a phenomenal client that is looking to hire talented, energetic Helpdesk Support Technicians.   The position is a 90 day contract to hire job opportunity. Job Description: SHIFTS: Earliest shift starts at 6am and last shift ends at 7pm.  Key factors that were repeated by the ops mgr: 1 - excellent at multi-tasking. 2 - mature and able to handle stress; they cannot get frazzled. 3 - must have excellent troubleshooting skills. 4 - experience with VPN and remote control applications. The agents may be required to "take over" the end-users workstation to fix the problem. This is fairly standard in a help desk environment. 5 - excellent grammar and documentation skills. Every call is documented is their system and the customer is provided a data dump that is reviewed as part of their audit/certification process. Agents must be clear and professional in all documentation. 6 - Excellent attitude. The goal of the Agent is to turn a bad experience for the caller into a good one. (We've all been involved in a customer center experiene!!) 7 - Proven attention to Severity 1 and Severity 2 incidents. 8 - meet Service Level Agreements (SLA's)  KNOWLEDGE • 1-2 years Help Desk Experience • Basic to intermediate knowledge of PC’s, peripheral devices, and a variety of office equipment • Basic to intermediate knowledge of standard operating systems and office productivity software • Basic to intermediate knowledge of network and internet environments • Basic to intermediate knowledge of troubleshooting logic and techniques • Understands concepts, practices and procedures within EHD’s help desk environment • Basic to intermediate knowledge of various types of remote access ROLE SUMMARY Provides technical support in activities associated with the identification, prioritization and resolution of reported problems. Activities include recognition, research, isolation, resolution, and follow-up. Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support. May involve use of problem management databases and help desk system. ROLE OVERVIEW The Technician Level works on assignments that are routine in nature where limited judgment is required. Under general supervision troubleshoots and resolves less complex computer hardware or software issues. Requires 1-2 years of related work experience, or AA degree, or technical training or equivalent combination of education and experience. Will have experience with and be certified in identified product lines. A+ Certification is required or must be obtained within 90 days of hire (whichWe will pay for if you do not have your certification)AREA OF RESPONSIBILITY Follows established processØ and procedures to provide customer support to clients via telephone, email, fax, or chat utilities. Utilizes resources such a Kowledgebases, websites andØ help desk tools to locate solutions to known problems. TroubleshootsØ system problems and provides solutions using specific product knowledge, system utilities, and operating environment. Escalates problems and issues to aØ higher level of support as appropriate. Demonstrates a consistent sense ofØ urgency and follows up on open issues to insure resolution. Logs andØ properly documents all issues and follow-up information. RepresentsØ Company in a professional and businesslike manner and communicates effectively with customers and associates. Performs basic computer softwareØ installations/upgrades. Maintains the highest level of customerØ satisfaction by resolving all tangible problems and concerns. Reviews andØ maintains solutions documented in knowledge management and problem resolution software. Maintains technical knowledge of supported products throughØ ongoing training. Maintains high level of customer support throughØ teamwork and communication of technical/procedural issues. BalancesØ multiple shifting priorities. Relies on experience to plan and accomplish goals. May be called upon as a technical resource to others. Other related work as assigned. If you are interested in this job opportunity, please contact Jennifer Lawrence at Modis IT: Jennifer Lawrence Resource Development Manager jennifer.lawrence@modisit.com | ph: 972.813.0479Modis 14911 Quorum Drive Suite 120, Dallas, TX  75254 cell: 972.415.3201 | f: 972.712.6505 | modisit.com   Company: Modis, Inc. Status: Full Time, Employee Location: Dallas, TX 75230 Salary: 25.00 - 30.00 USD /year Job Category: IT/Software Development Career Level: Experienced (Non-Manager) Education Level: Professional