Technical Helpdesk Agents needed ASAP!

These positions are 90 day contract to hire.Qualifications:  Excellent at multi-tasking.  Mature and able to handle stress; they cannot get frazzled. Must have excellent troubleshooting skills. 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. 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. Excellent attitude. The goal of the Agent is to turn a bad experience for the caller into a good one. Proven attention to Severity 1 and Severity 2 incidents. Meet Service Level Agreements (SLA's) 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. AREA OF RESPONSIBILITY Follows established process and procedures to provide customer support to clients via telephone, email, fax, or chat utilities. Utilizes resources such a Kowledgebases, websites and help desk tools to locate solutions to known problems. Troubleshoots system problems and provides solutions using specific product knowledge, system utilities, and operating environment. Escalates problems and issues to a higher level of support as appropriate. Demonstrates a consistent sense of urgency and follows up on open issues to insure resolution. Logs and properly documents all issues and follow-up information. Interacts in a professional and businesslike manner and communicates effectively with customers and associates. Performs basic computer software installations/upgrades. Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns. Reviews and maintains solutions documented in knowledge management and problem resolution software. Maintains technical knowledge of supported products through ongoing training. Maintains high level of customer support through teamwork and communication of technical/procedural issues. Balances 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. SKILLS Keyboard/Typing skills (30 words per minute) Professionalism Excellent Phone Skills (proactive listening, patience, speaks clearly & concisely) Applies analytical and innovative thinking Willingness to Help Others / Share Knowledge Customer Care / Positive Attitude Decision Making / Flexibility Detail-oriented Teamwork Excellent Communication (Verbal, Written, Interpersonal) Effective time management Ability to Present technical concepts in common language Problem Solving 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 If you are interested in this position please forward your resume to jason.vogel@modisit.com .  Company: Modis, Inc. Status: Full Time, Employee Location: Dallas, TX 75230 Job Category: IT/Software Development Career Level: Entry Level Work Experience: 1+ to 2 Years Education Level: High School or equivalent