Job summary:

Job description:

Interview Type: Skype *** Very long term project; initial PO for 1 year, expect to go for 4+ years *** Onsite 

Help Desk/ User Support Technician

This position is with the DES Help Desk. The position will provide first level technical PC hardware, software, network, telephone (to include VOIP telephony) support, account administration, problem analysis and resolution for a statewide Windows network, and I s responsible for identifying , describing and escalating complex or difficult technical problems to Tier 2 Support Groups, Job duties include sending E-mail notification, account administration and work with Tier 2 support groups to resolve non-routine problems

• Troubleshoot and resolve user incidents and/or problems of moderate to high complexity related to hardware, software, application, network, voice, fax, infrastructure, passwords.
• Troubleshoot and resolve user problems related to mainframe, internet applications, telephony, and e-mail by working with in house 2nd level technical and application staff and coordination with service providers.
• Ensure problems are escalated, routed to Tier II support and resolved according to established standards.
• Provide complete, accurate, and productive solutions to customer technical problems based upon detailed research and make recommendations to Manager.
• Process service requests for onboarding, offboarding, account administration, and other administrative activity. 
• Complete administrative functions related to Help Desk service environment
• Open, assign, monitor, research and resolve Service Now incidents
• Assist agency personnel with problems related to service outages and slow system response

Required Skills:

3 years of

• Demonstrated experience with end-user support, Email, and account administration in a service desk environment
• Knowledge of computer and Web based environments
• Demonstrated customer service experience in an IT environment
• Proven ability to research, analyze, and interpret automated system problems
• Demonstrated ability to communicate clearly and concisely in oral and written form with program staff and application development staff

Contact the recruiter working on this position:

The recruiter working on this position is Chinmayee Patro(Ravi Team)
His/her contact number is +(1) (202) 6979490
His/her contact email is chunlipatro@msysinc.com

Our recruiters will be more than happy to help you to get this contract.