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Help Desk Support
Help Desk SupportPacer Group • Tucson, AZ, United States
Help Desk Support

Help Desk Support

Pacer Group • Tucson, AZ, United States
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Job Title - Help Desk Support

Duration - 5+ months

Shift -Standard

Location - Tucson, AZ 85706

Summary :

  • The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees.
  • The candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of employees issues / requests, which may range from straightforward to more complicated technical issues.
  • There is also a range of administration duties within this role.
  • Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community.
  • Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack.

Responsibilities :

  • Troubleshoot software, hardware and connectivity issues remotely.
  • Ability to understand & articulate root cause on customer issues.
  • Log all Service Desk contacts into Incident Management System (ServiceNow)
  • Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.
  • Familiarity with encryption and security tools and triaging within this environment.
  • Assist customers in gaining access to various systems and servers.
  • Deploy / patch software using device management technologies (VMware and Ivanti)
  • Communicate call and chat trends and emerging issues
  • The ability to take on small projects from start to finish
  • Knowledge Base and process documentation skills.
  • Work closely with the team to resolve or properly close aging tickets.
  • Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Analyze and resolve incidents within expected turnaround time.
  • 5 day work week Full Time 40 hours a week Weekend shifts required from December- April (Tax Peak) .
  • Flexibility required during Tax Season peaks

    • Skills :

  • Prior Service Desk or Desktop Support experience required Incident Management experience Basic user & security group
  • Active Directory administration experience Strong knowledge of Microsoft based operating systems
  • Experience with using and troubleshooting Office 365 within a corporate network environment (permissions, calendaring, delegation)
  • Familiarity supporting VPN issues Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
  • Familiarity with home network troubleshooting Interpersonal Skills Self-starter
  • Passionate about providing excellent customer service and follow-thru to completion Good problem solving, diagnosis and troubleshooting skills
  • Ability to identify Root Cause Able to identify gaps in documentation and made request for updates
  • Ability to communicate technical issues in non-technical terms
  • Ability to work independently and within a team
  • Ability to work cross-functionally
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    Help Desk Support • Tucson, AZ, United States

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