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Help Desk Associate

  • Location: San Antonio, Texas, 78245
  • Job Type:Contract

Posted 19 days ago

Terrific 6+ month contract opportunity in San Antonio, Texas for a Help Desk Associate.
 
Day-to-Day Responsibilities:
  • Take 40+ calls per day, plus the ability to work in between calls on other work as assigned.
  • Respond to inbound calls to the Premium Client Service Centre in a professional and efficient manner, dealing with and resolving as many desktop issues as possible over the phone and by remote console.
  • Provide a high level of technical support to Investment Banking Businesses.
  • Will ensure the response levels for the Premium Client Service Centre’s phone systems and incident management queues are maintained.
  • May escalate issues to other teams both internal and external in order to deliver the expected level of service for the Business.
  • A combination of 1st line resolution over the phone as well as efficient 2nd line incident management techniques is needed to evaluate and implement changes for the business including implementing other changes across the Desktop environment and infrastructure it uses.
  • Providing a consistent approach to reporting and managing the delivery of projects is expected.
  • Ensure appropriate controls of resources avoiding any unnecessary risk to the business.
 
Qualifications:
  • 5+ years of experience in a Help Desk support role, providing high-level technical support by phone in a high-volume environment.
  • Understanding of desktop infrastructure.
  • Strong networking experience.
  • Experience supporting Windows & Macs.
  • Experience providing remote access support/troubleshooting.
  • Experience with Remote infrastructure – VDI (Virtual Desktop Solutions) such as VMware.
  • Experience monitoring response levels for phone systems and incident management queues.
  • Able to work rotating shifts.
  • Must be adaptable, logical thinker & able to think on their feet.
  • Prefer Security + certification.
  • Prefer Network+ certification.
  • Prefer Financial industry experience.
  • Prefer understanding of the current technological and business processes employed in the trade floor/Investment Banking environment.
  • Beneficial experience with:
  • MS Office 2016, O365
  • Cloud Computing
  • Windows 10
  • Microsoft Active Directory
  • Microsoft Exchange
  • Common Network Protocols
 
If this sounds like the perfect fit, Apply Today!