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Service Desk - REMOTE

  • Location: Phoenix, 85013
  • Salary: 20.0
  • Job Type:Contract

Posted 23 days ago

Basics: Seeking a Desktop Support Specialist  with solid experience.

Location: Phoenix, AZ - 100% remote - local candidates only

Type: 6-month contract

Rate: $20/hourly

Role:

The Desktop Support Specialist is responsible for first contact with users needing technical support, providing customer service, creating support requests, resolving problems through research, and troubleshooting. Performs routine duties associated with ticket creation, and incident tracking.

RESPONSIBILITIES

· Front line support for technical issues/requests via phone, email, and chat

    • Provide technical support to end users remotely and at desk-side
    • Enter requests, updates, and resolutions into the ticketing system accurately and according to established processes
    • Ensure that tickets are created, maintained, and resolved according to established standards and expectations using ITIL methodology
    • Assign and route tickets to appropriate teams and assign priority according to established standards
    • Communicate thoroughly with management, clinical staff, and all end users
    • Perform system administration tasks such as creating new user accounts, account updates and other administrative functions as assigned
    • Help to maintain IT inventory
    • Support OS, Application and Hardware issues
    • Update department knowledge base as necessary
    • Must be able to embrace differences among people and able to interact with internal staff as well as external contacts in a culturally competent and respectful manner

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

· High School diploma

· 2-3 years of IT Support experience or commensurate education, including experience in the support of desktop hardware, software and Microsoft Windows operating systems required

· Certifications such as ITIL, A+, MCSA, CCNA, Network+, are a strong plus - NICE TO HAVE BUT NOT REQUIRED

    • General proficiency in MS Office suite of products is required
    • Experience using a ticket management system to document and track work (i.e. RemedyForce, ServiceNow, etc.)
    • Understanding of PC laptop and hardware
    • Experience supporting remote access such as VPN
    • REASONING ABILITY

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

 

 

 

 

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer and provides reasonable accommodations for qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing MATRIX_HR@MatrixRes.com. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.