Services Support Representative or Desktop Support representative

Role: Services Support Rep 2
Location: Salt Lake City, UT
Duration is approx.-. 3 months (temp to permanent)

Job Description:

• Our helpdesk agents are responsible for handling inbound calls from external and internal customers seeking technical support.

• The types of technical products that we support are both hardware and software related and vary from client to client.
• We fully train all of our selected candidates to handle each type of call.

Job Responsibilities:
• Responsible for providing the first-line of telephone technical support of hardware, systems, and software applications for customers and/or employees.
• Answers questions about installation, operation, configuration, customization, and usage of assigned products.
• Applies diagnostic techniques to identify problems, investigate causes and recommend and implement solutions to correct common failures.
• Provide remote support and trouble shoot issues with customers to resolve issues.
• Typically provides technical support for internal and external customers.
• Escalates complex problems to higher level of expertise within organization.
Skills and Experience Needed:
• High School Diploma or GED required.
• Previous computer technical support experience preferred.
• A+, MCP, Dell or other industry identified certifications are preferred but not required.
• Successful candidates should possess technical skills in the following areas: PC hardware for workstations and laptops, Network troubleshooting, Windows operating systems, and applications such as Microsoft Office/Outlook products and Lotus Notes/ Smart Suite. MAC HW/SW skills also a plus.
• The ability to communicate effectively both written and oral is imperative, as well as efficient and accurate typing skills.
• Ability to provide an excellent customer service that results in high customer satisfaction
• Candidates should not only be able to troubleshoot, but be able to identify why a PC is performing a certain behaviour.
• Active Directory, Expert
• Microsoft SharePoint Services, Expert
• Microsoft Exchange, Expert
• Microsoft Office Communication, Expert
• Microsoft Unified Communications, Expert

Thanks & Regards,
narendra
narendra(dot)s(at)tekwissen(dot)com