Helpdesk Technician

Verigent, a nationwide IT and Telecom Talent Acquisition firm, has an opening for Helpdesk Technician in Miami, FL !

This is 6-month opportunity. If selected, you will work for Verigent’s client.

Job Title: Helpdesk Technician

Location: Miami, FL

Duration: 6-Month (Contact-to-hire)

Pay Rate: Based on experience

Job Summary: Responsible for exceptional front line client support by providing Tier 1 technical support through analyzing and troubleshooting technical problems and resolving relatively simple hardware, software, network and connectivity problems via several methods (phone, e-mail, instant message, automated alarms, etc.).

Job Description:

• Initial point of contact for clients requiring technical troubleshooting experience on hardware, software, network and connectivity issues.
• Identify, research, analyze, diagnose, resolve and close first level technical problems in a quality and timely manner.
• Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
• Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services.
• Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations. Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• Foster and contribute toward collaborative working relationships and across all levels and departments of the organization to execute service desk functions and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.

Required Skills:

• High School Diploma required; Associates Degree in Information Technology or related, preferred.
• 1+ years of customer service or technical support experience. Technology Services or Managed Service Provider industry experience preferred.
• Possess an understanding of various technology solutions such as network management systems, network connectivity and security, unified communications and wireless technology preferred.
• Service awareness of all organization’s key product and service offerings for which support is being provided.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Excellent problem solving skills with demonstrated success in root cause analysis.
• Demonstrated experience of continuously expanding and leveraging knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, service delivery management tools such as ServiceNow and related cloud based technology systems.

Preferred Skills

• Accountability
• Decision Making Skills
• Problem Solving & Critical Thinking Skills

* Job description is not all encompassing – additional responsibilities may be added at supervisor discretion.

Verigent is headquartered in Charlotte, NC and has regional offices located in the NYC Metro region, Washington, DC Metro region, Dallas Metro area and Los Angeles, CA. Verigent has received numerous awards including: INC. Magazine Top 5000 Fastest Growing Companies in America (four times), Charlotte’s Fast 50, North Carolina’s Top 40 Mid-Market Companies and Charlotte’s Best Places to work. Since we opened our doors in 2003 our standard has been to treat our employees like customers. We offer our employees an unmatched level of service and experience in the staffing industry.

All positions require applicants who are willing to undergo a background check and drug screen.

As a W2 employee Verigent offers the following benefits:

• 6 Paid Holidays after probationary period
• Accrued PTO
• Quarterly 401K access with company match based upon length of employment
• Verigent offers a mini-medical plan which is supplemental in nature. You can sign up for this plan the 1st of the month following your 1st day of employment. Verigent contributes 1/2 of the SINGLE monthly premium after 90 days on-assignment.
• Weekly payroll and direct deposit