Technical Support Specialist / Help Desk

Looking for 2 Technical Support Specialists / Help Desk Specialist's for a Contract-to-Permanent position in Phoenix, AZ.  This position is located in North Central Phoenix and are looking for candidates with 2+ years of Technical Support Specialist / Help Desk experience as well as a strong proficiency in Windows 2000 and the MS Office suite of products.

 

Key Responsibilities include, but are not limited to:
· Responsible for a high degree of customer satisfaction.
· Ensure incidents are properly resolved and / or escalated per defined Service Level Agreements.
· Assist in documenting solutions to resolve customer issue.
· Accurately document troubleshooting procedures to assist with timely resolution of incidents.
· Inform management of incidents, which have a significant business impact.
· Ensure all tickets are properly documented with all troubleshooting procedures.
· Submit suggestions for process and procedure improvements.

 

Additional Details:
- Must have 2+ years experience in phone technical suppport
- Any Remote Access tool experience a big plus
- Any experience with technical support involving printers a plus, but not required.
- Any Remedy experience is a plus.
- Will also be interfacing with the network, so any network experience is a plus. 
- Will be involved in 1st level and 2nd level Technical Phone support in a Microsoft shop environment.

 

 

Qualifications:

The following are preferred or desired unless specifically stated:
· Minimum 2 years of Service Desk / Technical Support Call center experience.
· Proficient with Windows 2K and Mircrosoft Office Suite products.
· Must be dependable and flexible with work schedule.
· Must possess analytical ability and think 'outside the box'.
· Must be well organized and able to manage multiple priorities simultaneously.
· Must have proven track record of positive performance reliability.
· Excellent verbal and written communication skills.
· Must possess excellent reasoning and troubleshooting skills.
· Must excel in a high volume production environment with high customer service expectations.
· Must have a strong sense of urgency with the ability to multi-task in a fast-paced environment.

 

***Please send updated resume's along with your salary requirements.***