Help Desk Level 1

**Contract with high potential to hire**

Job Duties:

• Provide Tier 1 support to all end-users experiencing technical issues
• Log issues through resolution, updating the internal knowledge base and/or communicating findings with relevant business units
• Field daily business service requests (i.e. enabling access to files and folders, creating accounts for new users, assisting users to navigate through well-known functions of common applications such as email, and other proprietary applications)
• Identify and escalate problems to the appropriate support teams
• Generate reports and summarize trends/patterns of Help Desk traffic
• Diagnostic skills to isolate software vs. hardware vs. network issues and choose the most expeditious path to resolution
• Participate in IT team’s efforts to analyze root causes of major and/or high-frequency problems reported
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
• Follow up with customers to ensure issue has been resolved.

Desired Skills:

• Able to multitask in a fast paced environment
• Proficient in Microsoft Office versions 2007 and 2010
• Experience in administration with Windows XP & 7
• Strong customer service skills
• Strong problem solving skills
• Ability to communicate clearly

Job Type: Contract

Salary: $16.50 /hour

Required experience:

• Help Desk: 1 year