IT Help Desk-Tacoma

Job Title: IT Help Desk

Location: Tacoma, WA

The Leading Niche is a global management consulting firm that offers strategic, operational and financial management consulting. With major clients both domestically and internationally, the Firm’s worldwide consultants specialize across a number of industries and functions. The Leading Niche prides itself on offering top-tier consulting services to clients while taking into consideration the nuances of cultural and regional dynamics.

Position essential skills:

Excellent communication and interpersonal skills

Good problem solving and analytical skills

Technical experience desired in:

Microsoft Windows Operating Systems

Microsoft Office

Network Connectivity

Print Services

E-Mail and Internet mail

Basic PC usage and troubleshooting

Ability and desire to build additional technical skills

Ability to interact effectively with others

Ability to follow instructions to produce desired results

Aptitude to multi-task workloads according to established priorities

Ability to remain calm and courteous in periods of stress

Ability to work with broad range of experience levels

Good administrative and organizational skills

Flexible and possesses a willingness to work overtime and work varying hours as required

Sample Daily Tasks:

Make themselves ready to take calls (or contacts)

Answer Calls per provided scripts

Answer calls in a professional manner to include managing tone and content of verbal context.

Follow scripts to identify caller’s issues/requests

Follow scripts to trouble shoot the callers issues/request

Properly complete an incident ticket and forward to the proper escalation partner

Additional specifications per Business lines:

Health agents: – Working knowledge of printers, VPN, and PC related peripherals (desirable)

-Familiarity with service desk metrics (desirable)

FSC agents: -Has worked on an Enterprise level or in a government entity in a technical support capacity

VACO agents: – Knowledge of TCP/IP and VPN (Desirable)