IT Help Desk support

Our direct client is looking for IT Help Desk support. The candidates must be local to Louisville. Training period is 3-4 weeks onsite at Louisville KY Office. Remote work begins post training,

Please send me resume, rate and time to discuss

• 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

Handle inbound events — 90%

• Handles Level 1 inbound calls/chats and accurately log 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

• 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.

• Some College preferred or equivalent experience
• Preferred A+, CCNA, or Net + Certifications

• Preferred customer service experience (1-2 years)

• Flexible work schedule
• Beginner organization skills
• 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