17 days old

IT Service Desk Agent

San Antonio, TX 78251
  • Job Code
    576370
  • Payrate
    $17 To $18

Title: IT Service Desk Analyst


Location: San Antonio, TX 78251


Duration: 19 months


Pay rate $17.00/hr. -$18.00/hr.


Job ID: 576370


Hiring Organization: Randstad Technologies


Employment Type: Contract


Shift: Between 6am and 4pm Central Time (Mon - Fri)


Title: Tier II Service Desk Analyst


Location: Wiseman Blvd, San Antonio, TX 78251


Shift: Between 6am and 4pm Central Time (Mon - Fri)


Duration: 18 months


- Supports Tier 2 service request and incidents


- Provide 24/7 Service Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups, internal and external service level management, and problem notification to the customer management


- Serves as the single point of contact to the customer's end users for information technology-related issues, problems and requests


- Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution


- Assist Service Desk Management with reporting, analysis, or testing tasks


- Contribute current technical information and best practices to the knowledge base utilizing KCS methodology


- Possess business acumen for all clients supported


- Perform IT Service Desk services as follows:


- Unlocking user accounts


- Resetting mail and other applicable system passwords


- Monitoring the customer's network resources via customer provided tools


- Coordinate service request for SecurID tokens used for Remote Access


- Supporting Client owned cellular phones and Smart Phones


- Creating and tracking Guest Net (wireless) access


- Performing troubleshooting on:


o Printers and Peripherals


- Escalate to appropriate IT support staff, if a problem cannot be resolved on first contact


- Appropriate procedures will be followed for after-hours contact


Preferred Skills and Certifications


- Familiarity with Information Technology Infrastructure Library ("ITIL v3")


- Customer Service training -top shelf soft skills


- Bachelor or Associate degree in a computer-related field of study or equivalent experience


- Incident Management system skills (Remedy)


- Microsoft Certified Professional certification


- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications


Chat Support Experience with Bomgar Chat Solution a major plus


VDI Support a MAJOR plus.


Preferred Skills and Certifications


- Familiarity with Information Technology Infrastructure Library ("ITIL v3")


- Customer Service training -top shelf soft skills


- Bachelor or Associate degree in a computer-related field of study or equivalent experience


- Incident Management system skills (Remedy)


- Microsoft Certified Professional certification


- HDI Customer Support Specialist (CSS), Help Desk Analyst (HDA), Knowledge-Centered Support (KCS) or similar certifications


Chat Support Experience with Bomgar Chat Solution a major plus


VDI Support a MAJOR plus.


For immediate consideration, please contact..


JoMarie Mercado


Technical Recruiter - Solutions


Randstad Technologies


3011 Internet Blvd, Ste 300


Frisco, TX 75034


Main: 817-615-9878 or Cell: 817-223-4260


Fax: (972) 535-1743


[email protected]


www.randstadtechnologies.com

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  • Information Technology

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IT Service Desk Agent

Randstad Technologies
San Antonio, TX 78251

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Randstad Technologies
San Antonio, TX
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