Job Title: Senior IT Help DeskLocation: Wayne, PA (onsite mon - fri)12 month + contract to perm Roles & Responsibilities
- Engage customer base through the detailed intake of calls into the service desk via multiple mediums (phone, email, walk up and self-service portal). Appropriately attempts to resolve immediately and where necessary escalate to the appropriate Service Team (Service Delivery, Production Support, etc).
- Mentors junior staff and assists in their development. Acts as a point of escalation for issues.
- 1-2 years junior management experience
- Configure, deploy, troubleshoot, and coordinate repair of hardware such as laptops and mobile devices at the service desk.
- Create/Review IT knowledge articles for end user support portal and play active role in supporting the portal.
- Contacts customers to gather all required data to facilitate resolution of customer issues/requests and responsible to maintain customer communication throughout the resolution process.
- When necessary manage the communications out to the IT customer base regarding incident/problems and outages
Do you have?
- 2 years' experience Imaging, Configuring, Deploying and Troubleshooting hardware (PC and iOS devices)
- 3-5 years' Service Desk/Technical Support experience
- Excellent customer service skills (via phone and face to face)
- Excellent communication skills (both verbal as well as written)
- Meticulous attention to detail
- Bachelor's Degree or equivalent experience
- Fluent speaking and writing in English (Multi-lingual Portuguese a plus)
- Experience with handling and proper routing of ITSM call tickets, call resolution, transition of calls to proper service area when appropriate.
Are you?
- Customer Focused
- Detail Oriented
- Highly organized
- Outgoing
- Flexible/Adaptable
- Able to communicate effectively (orally and written)
- Quality driven and results oriented and ready to go above and beyond to deliver results
- Able to work in a very fast-paced open environment
Additional Information : Details:
- 1-year initial contract with possibility of extension or conversion
- Start time: During training contractors will be assigned a start time (usually ~8:30am), however, once their training is complete, they will be assigned a set start time based on business needs that can be between 7:30 and 9am.
- Late Shift: Once contractors have been on assignment for awhile and are comfortable with the environment they will rotate through the late shift (12:00 - 8:30pm) along with the rest of the team (once every 10-12 weeks or so)
Estimated Min Rate: $20.30 Estimated Max Rate: $29.00Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Visit to contact us if you are an individual with a disability and require accommodation in the application process.For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.