Help Desk Technician

Compensation

: $61,120.00 - $100,550.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



RESPONSIBILITIES:

Kforce has a client that is seeking a Help Desk Technician in Allentown, Pennsylvania (PA).

Summary:
The Help Desk Technician will provide a consistent and continually developing level of high quality, level one call center (primary) support for technology related issues, along with quality, expertise delivered desk side support for any hardware, software or application layer support, which utilize multiple technology platforms (Windows, OSX, IOS & Android). You will provide guidance and support for hardware, software and application issues submitted by the associate and advisor base; or escalate higher level issues to advance team.

Essential Duties:
  • Acts as the initial contact for technical support calls, emails and voicemails directed to the Solution Center

  • Provides 1st level Desk Side support for both hardware and software related issues

  • Logs all calls into the Service Now (CRM) and provide routine follow-up, for calls not closed on 1st contact



Significantly contribute to team standard SLAs including:
  • Initial response time

  • Abandonment rate

  • 1st level closure

  • Resolves all issues or escalate unresolved, complex or critical technical issues to the appropriate 2nd/3rd level support

  • Maintains ownership of issues ensuring service levels and customer satisfaction are met

  • Assesses Severity 1 calls and effectively implement crisis management procedures

  • Schedules warranty work with vendor for hardware issues throughout the organization

  • Identifies and documents the root cause analysis and resolution in the SC knowledge base

  • Stays abreast of current technologies and products supported by the Solution Center along with new technology being introduced to our clients and environments

  • Successfully completes regulatory and job training requirements


REQUIREMENTS:

  • Experience in customer support, help desk support, or hands on technical support of computing equipment

  • Must have the ability to multitask



Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


Associated topics: client, desktop, information technology analyst, network, support, support analyst, support specialist, technical support specialist, technician i, technology * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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