Service Desk Technician

Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. We are currently seeking a Service Desk Analyst
. This position is hybrid at our client's data center in Frankfort, KY. The scheduled work hours are 7:00am-4:00pm EDT, Monday through Friday with some Saturdays required. Perfect attendance is required. Candidates will interview Microsoft Teams video.

Job Description:

We are a contractor for our client's service desk and technical services team in Frankfort. See below for the type of position and hours needed. We operate on a hybrid schedule so the selected candidate would work one week in office, one week remote and alternate between the two. Working remotely would begin after training. The position will be located at the Data Center in Frankfort, KY and involves a cubicle environment.

Service Desk Business

Hours:

• Monday-Friday 6:30am-6:00pm EDT
• Saturday 7:30 am-1:00 pm EDT
• Position
  
  Hours:
  
  7:00am-4:00pm Monday through Friday. Perfect Attendance and Some Saturdays are required.

Desired Skill Sets:

• One year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills. Excellent customer service skills.
• Excellent Attendance is required for this position.
• Customer services skills and temperament:
  • No foul, abrasive or condescending language used over the phone.
  • No argumentative demeanor.
  • Takes ownership, not defensive about blame.
  • Empathetic
  • Patient with upset and/or angry customers.
  • Good Communication Skills
  • Problem solver (troubleshooting skills)
  • Critical thinker
  • Trainable
  • Self-starting and Initiative
  • Able to simplify explanations so that the customer understands.
• Experience in customer service-oriented workplace.
• IT experience and knowledge in the following:
  • Desktop Support (Onsite and remote)
  • Windows 7 and 10 Operating System.
  • Mapping network drives
  • Global Protect support
  • General NAS knowledge
  • Office Suite (particularly Outlook 2013 or higher)
  • Application knowledge (adobe, java, etc.)
  • Preferred Service Now Ticketing System experience and knowledge base writing.
• Experience in phone center and/or helpdesk work.
• Experience working in a lively and ever-changing environment (adaptability).
• Experience working with, and as an active part of, a lively team (team player).
• Multi-tasking ability.
• Documentation skills (clear, concise).
• Experience with Active Directory (our most used tool to reset passwords).
• Experience with remote support or desktop support.

Skills:

Service Desk Management,Help desk IT,Customer Service,Desktop Support Management,Windows 7,Windows 10,Network Drives,Global Protect Support,NAS Knowledge,Microsoft Office Suite,Adobe,Java,Ticketing Systems,Phone Center,Multi-Tasking,Team Player,Documentation,Active Directory,Remote Support