HireTalent - Staffing & Recruiting Firm
Information Technology Help Desk
HireTalent - Staffing & Recruiting Firm, Louisville, Kentucky, us, 40201
Contract Duration: 6 months (with potential for extension)
Location: Must be local to Louisville, KY, for onsite training; role is remote after training.
Purpose of the Position:
Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)
Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000+ stores
Position Functions: Handle inbound events – 90%
Handles Level 1 inbound calls/chats and accurately logs interactions within the company’s incident management system
Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
Escalates problem tickets within department guidelines when unable to resolve
Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures
Manage non-phone/chat duties – 10%
Assist with Alerts and Self- Service Incidents
Follow up on unresolved incidents
Autonomy & Supervision:
Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
Work is typically reviewed in detail at frequent intervals for accuracy.
Knowledge and Skill Required: Education:
Some College preferred or equivalent experience
Preferred A+, CCNA, or Net + Certifications
Experience:
Preferred customer service experience (1-2 years)
Beginner oral and written communication skills
Beginner problem-solving ability
Beginner understanding of computer concepts (PC fundamentals, operating systems)
Ability to type 30 words per minute
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Provides Level 1 technical and operational support for inbound events (calls, incidents, chats, and alerts)
Responsible for resolving 70% of events on first contact while ensuring excellent customer service to 4000+ stores
Position Functions: Handle inbound events – 90%
Handles Level 1 inbound calls/chats and accurately logs interactions within the company’s incident management system
Conducts appropriate diagnosis/troubleshooting to resolve known conditions.
Escalates problem tickets within department guidelines when unable to resolve
Maintains a basic understanding of supported hardware and software, as well as any corresponding operational procedures
Manage non-phone/chat duties – 10%
Assist with Alerts and Self- Service Incidents
Follow up on unresolved incidents
Autonomy & Supervision:
Receives general instructions on routine work and detailed guidance from more senior members and Service Desk Leadership on all new tasks.
Work is typically reviewed in detail at frequent intervals for accuracy.
Knowledge and Skill Required: Education:
Some College preferred or equivalent experience
Preferred A+, CCNA, or Net + Certifications
Experience:
Preferred customer service experience (1-2 years)
Beginner oral and written communication skills
Beginner problem-solving ability
Beginner understanding of computer concepts (PC fundamentals, operating systems)
Ability to type 30 words per minute
#J-18808-Ljbffr