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via ZipRecruiter
posted_at: 16 days agoschedule_type: Full-time
Help Desk Specialist
Job Category: Information Technology...
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
CACI is seeking a Help Desk Specialist to support a DOD Travel contract in Chesapeake, VA.
What You'll Get To Do:
• Provides assistance to all DOD Personnel with respect to the use and administration of the Defense Travel
Help Desk Specialist
Job Category: Information Technology...
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
CACI is seeking a Help Desk Specialist to support a DOD Travel contract in Chesapeake, VA.
What You'll Get To Do:
• Provides assistance to all DOD Personnel with respect to the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management and performs functional analysis to identify process steps, tasks and their inter-relationships.
• Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
• Translates processes into visual depictions.
• TAC requires support 24X7 365 days a year, the selected individual must be available to support this schedule. Weekends, overnights and Federal Holidays.
• Participates in special projects as required.
• Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
• May maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance.
• Troubleshoots determine problems for customer specific operating systems and applications.
• Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
• Responsible for opening, tracking and closing trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction.
• Requires strong communication and excellent customer service skills. Role may be considered mission critical.
• Additional training will be required to support legacy systems.
Qualifications That You'll Bring:
• Typically requires an Associates degree or similar technical training, and at least two years of related experience.
• Ability to obtain a Favorable Public Trust suitability determination (CoPT)
• Must possess technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Requires experience and knowledge of installation, configuration, and troubleshooting of computers.
• Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
• Additional training will be required to support legacy systems.
What We Can Offer You:
• We've been named a Best Place to Work by the Washington Post
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives
• We offer competitive benefits and learning and development opportunities
• We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities
• For over 55 years, the principles of CACI's unique, character-based culture have been the driving force
What We Can Offer You:
- We've been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
- For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Pay Range: The proposed salary range for this position is $30,700-$61,400. There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. Employment benefits include health and wellness programs, income protection, paid leave and, life insurance, retirement and savings.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status Show more details...
Job Category: Information Technology...
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
CACI is seeking a Help Desk Specialist to support a DOD Travel contract in Chesapeake, VA.
What You'll Get To Do:
• Provides assistance to all DOD Personnel with respect to the use and administration of the Defense Travel System (DTS) application, DoD Travel Policy, and travel financial management and performs functional analysis to identify process steps, tasks and their inter-relationships.
• Assists in writing and updating project documentation including specification manuals, system procedures, presentations, and training materials.
• Translates processes into visual depictions.
• TAC requires support 24X7 365 days a year, the selected individual must be available to support this schedule. Weekends, overnights and Federal Holidays.
• Participates in special projects as required.
• Works on project teams with the customer and technical staff to broaden the understanding of customer concerns and to coordinate efforts to implement desired changes.
• May maintain file servers, network access; documents and analyzes system anomalies to ensure optimum equipment performance.
• Troubleshoots determine problems for customer specific operating systems and applications.
• Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
• Responsible for opening, tracking and closing trouble tickets.
• Ensures problem ownership and promotes end-user satisfaction.
• Requires strong communication and excellent customer service skills. Role may be considered mission critical.
• Additional training will be required to support legacy systems.
Qualifications That You'll Bring:
• Typically requires an Associates degree or similar technical training, and at least two years of related experience.
• Ability to obtain a Favorable Public Trust suitability determination (CoPT)
• Must possess technical skill and knowledge in computer hardware and software as well as networking systems in use at customer sites.
• Requires experience and knowledge of installation, configuration, and troubleshooting of computers.
• Normal demands associated with an office environment. Ability to work on computer for long periods and communicate with individuals by telephone, email and face to face. Some travel may be required.
• Additional training will be required to support legacy systems.
What We Can Offer You:
• We've been named a Best Place to Work by the Washington Post
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives
• We offer competitive benefits and learning and development opportunities
• We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities
• For over 55 years, the principles of CACI's unique, character-based culture have been the driving force
What We Can Offer You:
- We've been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
- For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Pay Range: The proposed salary range for this position is $30,700-$61,400. There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, geographic location, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. Employment benefits include health and wellness programs, income protection, paid leave and, life insurance, retirement and savings.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status Show more details...
via ZipRecruiter
posted_at: 5 days agoschedule_type: Contractor
TEKsystems is hiring in Tulsa!
Our client is looking to bring on a n IT Service Desk Technician to help support their internal users and service desk staff on a 12 month extendable contract basis...
This position is on site in Tulsa, however after training it is a remote role.
Description
• Provides front line technical support and expertise associated with monitoring, troubleshooting, diagnostics, problem resolution and security administration
TEKsystems is hiring in Tulsa!
Our client is looking to bring on a n IT Service Desk Technician to help support their internal users and service desk staff on a 12 month extendable contract basis...
This position is on site in Tulsa, however after training it is a remote role.
Description
• Provides front line technical support and expertise associated with monitoring, troubleshooting, diagnostics, problem resolution and security administration on technology related customer requests.
• Provides technical support on Microsoft Office 365, Teams and other supported applications as well as network and application security administration. Responsible for continuous monitoring of critical IT systems, initial diagnostics, coordination and tracking of overall problem resolutions on a 24-hour basis.
• Isolates, coordinates and resolves performance problems utilizing a variety of hardware and software diagnostic tools and techniques. Creates work tickets to ensure proper tracking, prioritization and escalation of technical problems and requests.
• Coordinates work schedules for technical support team in order to most effectively meet the demands of the 24- hour operations
Primary Duties:
• Solve complex problems and develop solutions that call for original approach based on thorough and comprehensive knowledge and expertise.
• Provide guidance and work leadership for day to day activities. Use best practices and knowledge of business and technology issues to improve the team’s work processes.
• Ensure compliance with team metrics in accordance with department goals. Collaborate with IT support services to identify possible improvements with Help Desk support processes.
• Analyze calls for patterns, trends and statistics for the purpose of increasing responsiveness and availability of Help Desk Support Provide front line response, troubleshooting, diagnostics, monitoring and problem resolution on information technology-related request.
• Perform network administration and application security request duties. Perform application user administration security procedures and certain selected application security authorization/profile procedures.
• Provide technical support on Microsoft Office Suite and supported software. Interact with other IT support services (Desktop, Network Admin, etc) to restore service and/or identify and correct core problem.
• Generate SAP notifications to ensure proper tracking, prioritization and escalation of technical problems and requests. May perform other related duties
Skills:
Help desk, Microsoft Office, MS Office, Windows 10, troubleshoot, Servicenow, office 365, communication and people skills, Microsoft office suite, active directory, hardware/software, hardware support, software installation, software support
Top Skills Details:
Help desk, Microsoft Office, MS Office, Windows 10, troubleshoot
Additional Skills & Qualifications:
Strong oral communication skills, troubleshooting skills and customer service skills.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law Show more details...
Our client is looking to bring on a n IT Service Desk Technician to help support their internal users and service desk staff on a 12 month extendable contract basis...
This position is on site in Tulsa, however after training it is a remote role.
Description
• Provides front line technical support and expertise associated with monitoring, troubleshooting, diagnostics, problem resolution and security administration on technology related customer requests.
• Provides technical support on Microsoft Office 365, Teams and other supported applications as well as network and application security administration. Responsible for continuous monitoring of critical IT systems, initial diagnostics, coordination and tracking of overall problem resolutions on a 24-hour basis.
• Isolates, coordinates and resolves performance problems utilizing a variety of hardware and software diagnostic tools and techniques. Creates work tickets to ensure proper tracking, prioritization and escalation of technical problems and requests.
• Coordinates work schedules for technical support team in order to most effectively meet the demands of the 24- hour operations
Primary Duties:
• Solve complex problems and develop solutions that call for original approach based on thorough and comprehensive knowledge and expertise.
• Provide guidance and work leadership for day to day activities. Use best practices and knowledge of business and technology issues to improve the team’s work processes.
• Ensure compliance with team metrics in accordance with department goals. Collaborate with IT support services to identify possible improvements with Help Desk support processes.
• Analyze calls for patterns, trends and statistics for the purpose of increasing responsiveness and availability of Help Desk Support Provide front line response, troubleshooting, diagnostics, monitoring and problem resolution on information technology-related request.
• Perform network administration and application security request duties. Perform application user administration security procedures and certain selected application security authorization/profile procedures.
• Provide technical support on Microsoft Office Suite and supported software. Interact with other IT support services (Desktop, Network Admin, etc) to restore service and/or identify and correct core problem.
• Generate SAP notifications to ensure proper tracking, prioritization and escalation of technical problems and requests. May perform other related duties
Skills:
Help desk, Microsoft Office, MS Office, Windows 10, troubleshoot, Servicenow, office 365, communication and people skills, Microsoft office suite, active directory, hardware/software, hardware support, software installation, software support
Top Skills Details:
Help desk, Microsoft Office, MS Office, Windows 10, troubleshoot
Additional Skills & Qualifications:
Strong oral communication skills, troubleshooting skills and customer service skills.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law Show more details...
via Michael Page
schedule_type: Full-timesalary: 115K–125K a year
About Our Client
The client is an organization dedicated to increasing public education opportunities...
Job Description
As the Help Desk Support Lead, responsibilities will include:
• Manage, mentor, and support the Help Desk team
• Monitor and report on team performance
• Troubleshoot and resolve technical issues
• Manage escalations as needed
• Provide recommendations to improve operational efficiency
MPI does not discriminate on
About Our Client
The client is an organization dedicated to increasing public education opportunities...
Job Description
As the Help Desk Support Lead, responsibilities will include:
• Manage, mentor, and support the Help Desk team
• Monitor and report on team performance
• Troubleshoot and resolve technical issues
• Manage escalations as needed
• Provide recommendations to improve operational efficiency
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
Required Experience:
• 3+ years of experience in a Help Desk Lead or Help Desk Manager role
• 2+ years of Apple configuration and support experience
• Bachelor's Degree
• Must be able to work a hybrid schedule our of Manhattan
Preferred Experience:
• Prior experience in education is a plus
What's on Offer
• Base salary ranging from $115,000-$125,000
• Great company culture and work life balance
• Hybrid work schedule out of Manhattan
• Click Apply to have your resume considered Show more details...
The client is an organization dedicated to increasing public education opportunities...
Job Description
As the Help Desk Support Lead, responsibilities will include:
• Manage, mentor, and support the Help Desk team
• Monitor and report on team performance
• Troubleshoot and resolve technical issues
• Manage escalations as needed
• Provide recommendations to improve operational efficiency
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
Required Experience:
• 3+ years of experience in a Help Desk Lead or Help Desk Manager role
• 2+ years of Apple configuration and support experience
• Bachelor's Degree
• Must be able to work a hybrid schedule our of Manhattan
Preferred Experience:
• Prior experience in education is a plus
What's on Offer
• Base salary ranging from $115,000-$125,000
• Great company culture and work life balance
• Hybrid work schedule out of Manhattan
• Click Apply to have your resume considered Show more details...
via Salary.com
schedule_type: Full-time
Job Description
Lighthouse Behavioral Health Solutions (Lighthouse) provides individual, outpatient, intensive outpatient, partial hospitalization, residential, psychiatric services, and medication assisted treatment for mental health and substance abuse treatment needs...
We are a treatment facility that prides itself in a welcoming and compassionate approach to substance use and mental health treatment. We believe our clients can achieve recovery
Job Description
Lighthouse Behavioral Health Solutions (Lighthouse) provides individual, outpatient, intensive outpatient, partial hospitalization, residential, psychiatric services, and medication assisted treatment for mental health and substance abuse treatment needs...
We are a treatment facility that prides itself in a welcoming and compassionate approach to substance use and mental health treatment. We believe our clients can achieve recovery and be valued community members through positive engagement and meaningful participation in treatment.
Treatment plans are individualized, and there is great attention to client needs and preferences to achieve the maximum self-actualization that can be derived from treatment.
We apply evidence-based, best practice models reflective of the behavioral healthcare redesign to promote efficient and effective treatment operation and service outcomes.
We believe in achieving quality service through workforce development. Lighthouse invests in training and education to promote professional growth.
Our programs and services are dedicated to adults struggling to cope with alcohol and/or drug addiction and mental health challenges brought about by difficult life experiences on an outpatient basis.
POSITION SUMMARY:
We are looking for an IT Help Desk Technician (HDT) to provide fast and useful technical assistance or training on IT related systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent HDT must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution to non-technical staff. They must also be people-oriented and patient to deal with any situation.
This is a Tier-1 IT position, required to be in person at our Whitehall, Ohio office.
Responsibilities
• Serve as the first point of contact for customers seeking technical assistance over the phone, via email, or in-person
• Perform remote or in-person troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Train staff on basic hardware/software required for job function
Requirements and skills
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• People-oriented and cool-tempered
• Associates/Bachelor’s in IT-related field preferred
Benefits
• Medical/Dental/Vision Insurance
• Group Life Insurance
• Paid Time Off (PTO)
• 401(k)
• 9 paid holidays
Lighthouse is certified by the Ohio Department of Mental Health and Addiction Services (for Mental Health & Substance Abuse).
Lighthouse is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, disability status, genetics, gender identity and/or expression, protected veteran status, or any other characteristic protected by federal, state or local law.
Lighthouse is committed to modeling diversity and inclusion within and outside our organization and to maintaining an inclusive environment with equitable treatment for all Show more details...
Lighthouse Behavioral Health Solutions (Lighthouse) provides individual, outpatient, intensive outpatient, partial hospitalization, residential, psychiatric services, and medication assisted treatment for mental health and substance abuse treatment needs...
We are a treatment facility that prides itself in a welcoming and compassionate approach to substance use and mental health treatment. We believe our clients can achieve recovery and be valued community members through positive engagement and meaningful participation in treatment.
Treatment plans are individualized, and there is great attention to client needs and preferences to achieve the maximum self-actualization that can be derived from treatment.
We apply evidence-based, best practice models reflective of the behavioral healthcare redesign to promote efficient and effective treatment operation and service outcomes.
We believe in achieving quality service through workforce development. Lighthouse invests in training and education to promote professional growth.
Our programs and services are dedicated to adults struggling to cope with alcohol and/or drug addiction and mental health challenges brought about by difficult life experiences on an outpatient basis.
POSITION SUMMARY:
We are looking for an IT Help Desk Technician (HDT) to provide fast and useful technical assistance or training on IT related systems. You will answer queries on basic technical issues and offer advice to solve them.
An excellent HDT must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution to non-technical staff. They must also be people-oriented and patient to deal with any situation.
This is a Tier-1 IT position, required to be in person at our Whitehall, Ohio office.
Responsibilities
• Serve as the first point of contact for customers seeking technical assistance over the phone, via email, or in-person
• Perform remote or in-person troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Train staff on basic hardware/software required for job function
Requirements and skills
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• People-oriented and cool-tempered
• Associates/Bachelor’s in IT-related field preferred
Benefits
• Medical/Dental/Vision Insurance
• Group Life Insurance
• Paid Time Off (PTO)
• 401(k)
• 9 paid holidays
Lighthouse is certified by the Ohio Department of Mental Health and Addiction Services (for Mental Health & Substance Abuse).
Lighthouse is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, national origin, sexual orientation, disability status, genetics, gender identity and/or expression, protected veteran status, or any other characteristic protected by federal, state or local law.
Lighthouse is committed to modeling diversity and inclusion within and outside our organization and to maintaining an inclusive environment with equitable treatment for all Show more details...
via Arnic Business Solutions
schedule_type: Full-time
Job brief
We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them...
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The
Job brief
We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them...
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Requirements
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field Show more details...
We are looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them...
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Requirements
• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field Show more details...
via Electric Energy Online
schedule_type: Full-time
Job ID - (221704449)
Description...
Title: Team Lead, Service Desk
Location: Houston
Who We Are:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both
Job ID - (221704449)
Description...
Title: Team Lead, Service Desk
Location: Houston
Who We Are:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.
Job Summary:
Working as part of the Global IT Operations team, the Service Team Lead role is to lead and manage JE IT Service Desk team located in the US and Canada. This role is responsible to provide best in class customer service with a focus on complete and timely resolutions to the technical needs of our end users. The Service Desk team this role is responsible for is located in USA, Canada, and India. The Service Desk Team Lead is expected to be an advocate and involved in all aspects of managing growth, service, and support of the business with adoption of the ITIL framework. The ideal candidate is able to lead a team of Service Desk Analysts, demonstrate strong process adherence, and a commitment to continuous improvement. Focus on delivering excellent end user experience and support is critical.
In order to achieve service excellence and be successful within the role, the individual must be able to manage and work in close collaboration with various internal teams and several third-party vendors. This role will require the individual to ensure consistent processes across vendors, enforce service level agreements, and undertake service escalations as appropriate.
Responsibilities:
Lead the US and Canada Service Desk team to meet Service Desk KPIs and SLAs
Driving JE's on-boarding and off-boarding including process including equipment provisioning, identity and access management, audit, compliance and equipment decommissioning
Ensure that the service delivery and customer satisfaction meets or exceeds published service levels objectives
Leveraging ITIL methodology, continually refine and improve service operations in support of service strategy (e.g., service design, transition, and operations, monitoring, and systems management)
Evaluate, monitor, and align successful operational performance against KPIs and business goals
Work with senior leaders within IT to understand business needs and integrate those into a service delivery approach.
Regularly maintain and present performance and health metrics to the IT management team
Establish and maintain service level agreements for all service offerings (where needed)
Effectively manage a device agnostics environment (i.e. Windows. OSX, iOS, Android, etc.)
Working closely with other IT staff to effectively communicate issues, project milestones, and recommendations
Conduct knowledge sharing within the team and take steps to institutionalize knowledge of managing various technical issues managed by Service Desk team
Manage after-hours support for high priority incidents through offshore and on-call teams
Deliver timely support services to the business through internal or external engineer and desktop support resources
Proactively manage high priority tickets to minimize escalations and attend to escalations when needed
Perform other duties as assigned
Requirements:
Proven work experience in a leadership role with IT Support Desk function - minimum of 3 years in a Service Desk team lead or similar role, with combined 6 years of experience in this field
Hands on experience with IT support desk tools and remote-control software
Strong business acumen and customer-service orientation
Solid technical background with the ability to provide clear and concise direction to a distributed team
Proficient knowledge of enterprise Service Management solutions (e.g. IT360, Altiris, SCCM, Remedyforce, Salesforce ITSC)
Continually demonstrate the ability to enhance the end user support experience
Proficient knowledge of Microsoft applications (e.g. Office Suite, o365)
Demonstrate ability to learn and support new applications and technologies
Demonstrated leadership ability to make sound decisions and judgments
Strong analytical and problem-solving skills with ability to quickly adapt to dynamic environments
Excellent verbal and written communication skills, with a focus on active listening, tactfully navigating difficult situations, and demonstrating patience and good faith with end users
Excellent time management and prioritization skills with a proactive approach to tasks
Able to define and accurately articulate requirements for equipment purchase, work with vendors for purchase and deployment of equipment to end users
Exhibit a can-do attitude and work well within fast-paced and high pressure environment
Able to deal credibly and confidentially with business and technical users at all levels of the organization
Experience:
Minimum 3 years of relevant experience in a leadership role with Service Desk function, IT operations management, and/or end user support, preferably in a geographically distributed organization.
Experience with a global organization is preferred
Three years managing and deploying Microsoft Office365 technologies and applications
Familiarity with industry-related products and services offerings including Windows, OSX, Virtual Desktops, Office365, MS Teams, VoIP, and collaboration technologies
Experience developing service desk operations to deliver a high level of customer satisfaction
Effectively working with project teams to successfully deliver new services
Experience implementing and optimizing operational processes to ensure continuous improvement
Demonstrated ability to report operational performance based on key performance indicators
Education:
BS degree in Computer Science, Information Technology, or equivalent proven experience
Read the full posting Show more details...
Description...
Title: Team Lead, Service Desk
Location: Houston
Who We Are:
Just Energy is a consumer company focused on essential needs, including electricity and natural gas; health and well-being, such as water quality and filtration devices; and utility conservation, bringing energy efficient solutions and renewable energy options to consumers. Currently operating in the United States and Canada, Just Energy serves both residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.
Job Summary:
Working as part of the Global IT Operations team, the Service Team Lead role is to lead and manage JE IT Service Desk team located in the US and Canada. This role is responsible to provide best in class customer service with a focus on complete and timely resolutions to the technical needs of our end users. The Service Desk team this role is responsible for is located in USA, Canada, and India. The Service Desk Team Lead is expected to be an advocate and involved in all aspects of managing growth, service, and support of the business with adoption of the ITIL framework. The ideal candidate is able to lead a team of Service Desk Analysts, demonstrate strong process adherence, and a commitment to continuous improvement. Focus on delivering excellent end user experience and support is critical.
In order to achieve service excellence and be successful within the role, the individual must be able to manage and work in close collaboration with various internal teams and several third-party vendors. This role will require the individual to ensure consistent processes across vendors, enforce service level agreements, and undertake service escalations as appropriate.
Responsibilities:
Lead the US and Canada Service Desk team to meet Service Desk KPIs and SLAs
Driving JE's on-boarding and off-boarding including process including equipment provisioning, identity and access management, audit, compliance and equipment decommissioning
Ensure that the service delivery and customer satisfaction meets or exceeds published service levels objectives
Leveraging ITIL methodology, continually refine and improve service operations in support of service strategy (e.g., service design, transition, and operations, monitoring, and systems management)
Evaluate, monitor, and align successful operational performance against KPIs and business goals
Work with senior leaders within IT to understand business needs and integrate those into a service delivery approach.
Regularly maintain and present performance and health metrics to the IT management team
Establish and maintain service level agreements for all service offerings (where needed)
Effectively manage a device agnostics environment (i.e. Windows. OSX, iOS, Android, etc.)
Working closely with other IT staff to effectively communicate issues, project milestones, and recommendations
Conduct knowledge sharing within the team and take steps to institutionalize knowledge of managing various technical issues managed by Service Desk team
Manage after-hours support for high priority incidents through offshore and on-call teams
Deliver timely support services to the business through internal or external engineer and desktop support resources
Proactively manage high priority tickets to minimize escalations and attend to escalations when needed
Perform other duties as assigned
Requirements:
Proven work experience in a leadership role with IT Support Desk function - minimum of 3 years in a Service Desk team lead or similar role, with combined 6 years of experience in this field
Hands on experience with IT support desk tools and remote-control software
Strong business acumen and customer-service orientation
Solid technical background with the ability to provide clear and concise direction to a distributed team
Proficient knowledge of enterprise Service Management solutions (e.g. IT360, Altiris, SCCM, Remedyforce, Salesforce ITSC)
Continually demonstrate the ability to enhance the end user support experience
Proficient knowledge of Microsoft applications (e.g. Office Suite, o365)
Demonstrate ability to learn and support new applications and technologies
Demonstrated leadership ability to make sound decisions and judgments
Strong analytical and problem-solving skills with ability to quickly adapt to dynamic environments
Excellent verbal and written communication skills, with a focus on active listening, tactfully navigating difficult situations, and demonstrating patience and good faith with end users
Excellent time management and prioritization skills with a proactive approach to tasks
Able to define and accurately articulate requirements for equipment purchase, work with vendors for purchase and deployment of equipment to end users
Exhibit a can-do attitude and work well within fast-paced and high pressure environment
Able to deal credibly and confidentially with business and technical users at all levels of the organization
Experience:
Minimum 3 years of relevant experience in a leadership role with Service Desk function, IT operations management, and/or end user support, preferably in a geographically distributed organization.
Experience with a global organization is preferred
Three years managing and deploying Microsoft Office365 technologies and applications
Familiarity with industry-related products and services offerings including Windows, OSX, Virtual Desktops, Office365, MS Teams, VoIP, and collaboration technologies
Experience developing service desk operations to deliver a high level of customer satisfaction
Effectively working with project teams to successfully deliver new services
Experience implementing and optimizing operational processes to ensure continuous improvement
Demonstrated ability to report operational performance based on key performance indicators
Education:
BS degree in Computer Science, Information Technology, or equivalent proven experience
Read the full posting Show more details...
via ZipRecruiter
posted_at: 6 days agoschedule_type: Full-time
Quotient is an equal opportunity employer. We celebrate diversity, value inclusion, and foster belonging within our teams. We strongly encourage individuals of all backgrounds, race, national origin, sex, gender, sexual orientation, gender identity, age, religion, marital and parental status, medical conditions, citizenship, and individuals with different and special abilities to apply. If you... need reasonable accommodations throughout the recruitment
Quotient is an equal opportunity employer. We celebrate diversity, value inclusion, and foster belonging within our teams. We strongly encourage individuals of all backgrounds, race, national origin, sex, gender, sexual orientation, gender identity, age, religion, marital and parental status, medical conditions, citizenship, and individuals with different and special abilities to apply. If you... need reasonable accommodations throughout the recruitment process, please let us know.
At Quotient, we are transforming shopping to make life better. To do so, we are adding a Service Desk Technician to the team!
Information Technology and Security organization delivers secure, stable, and scalable technology solutions that enable sustainable growth for Quotient while transforming shopping for consumers. We thrive on innovation and drive efficiencies through simplification, standardization, and automation. We lead with customer service philosophy, developing strong partnerships, taking care of employees, partners, and customers.
The Service Desk Technicians is the first point of contact for technical support to all employees. They are responsible for troubleshooting IT related issues, which includes any hardware, software, and networking problems. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and coming up with the solution. Technicians receive trouble tickets raised by users through the IT Service Desk ticketing system, as they are the single point-of-contact for organization.
What You'll Do:
• Provide day to day end user support
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
What You'll Bring:
• 0 - 2 Years of Experience
• Bachelor's Degree in IT, Computer Science or relevant field
• Proven experience as ahelp desk technicianor other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships
#LI-PM1
#LI-Onsite
LIFE AT QUOTIENT
We look for people with the skills and passion to thrive at a company where innovation is the norm, collaboration is paramount, and fun is always part of the mix! Come join our amazing team!
Integrity - We do the right thing, no exceptions.
Customer Service - We are obsessed with our customers, internal and external.
Teamwork - We work with trust and respect, treating our company as it was our own.
Innovation - We look for better ways to do everything, never settling for the status quo.
Sustainable Growth - We constantly look for ways to grow the business more efficiently.
Q-CREW PERKS AND BENEFITS
At Quotient, we want you to have a healthy, rewarding, balanced and meaningful experience - both at work and in life. From traditional medical coverage to flexible time off to helping you save for your future, we're committed to providing you the best benefits.
ABOUT QUOTIENT
Quotient (NYSE: QUOT) is the leading digital media and promotions technology company that creates cohesive omnichannel brand-building and sales-driving opportunities to deliver valuable outcomes for advertisers, retailers and consumers. The Quotient platform is powered by exclusive consumer spending data, location intelligence and purchase intent data to reach millions of shoppers daily and deliver measurable, incremental sales. Quotient partners with leading advertisers and retailers, including Clorox, Procter & Gamble, General Mills, Unilever, Albertsons Companies, CVS, Dollar General and Peapod Digital Labs, a company of Ahold Delhaize USA. Quotient is headquartered in Salt Lake City, Utah, and has offices across the US as well as in Bangalore, Paris, London and Tel Aviv. For more information visit www.quotient.com
Apply for this job Show more details...
At Quotient, we are transforming shopping to make life better. To do so, we are adding a Service Desk Technician to the team!
Information Technology and Security organization delivers secure, stable, and scalable technology solutions that enable sustainable growth for Quotient while transforming shopping for consumers. We thrive on innovation and drive efficiencies through simplification, standardization, and automation. We lead with customer service philosophy, developing strong partnerships, taking care of employees, partners, and customers.
The Service Desk Technicians is the first point of contact for technical support to all employees. They are responsible for troubleshooting IT related issues, which includes any hardware, software, and networking problems. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and coming up with the solution. Technicians receive trouble tickets raised by users through the IT Service Desk ticketing system, as they are the single point-of-contact for organization.
What You'll Do:
• Provide day to day end user support
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
What You'll Bring:
• 0 - 2 Years of Experience
• Bachelor's Degree in IT, Computer Science or relevant field
• Proven experience as ahelp desk technicianor other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships
#LI-PM1
#LI-Onsite
LIFE AT QUOTIENT
We look for people with the skills and passion to thrive at a company where innovation is the norm, collaboration is paramount, and fun is always part of the mix! Come join our amazing team!
Integrity - We do the right thing, no exceptions.
Customer Service - We are obsessed with our customers, internal and external.
Teamwork - We work with trust and respect, treating our company as it was our own.
Innovation - We look for better ways to do everything, never settling for the status quo.
Sustainable Growth - We constantly look for ways to grow the business more efficiently.
Q-CREW PERKS AND BENEFITS
At Quotient, we want you to have a healthy, rewarding, balanced and meaningful experience - both at work and in life. From traditional medical coverage to flexible time off to helping you save for your future, we're committed to providing you the best benefits.
ABOUT QUOTIENT
Quotient (NYSE: QUOT) is the leading digital media and promotions technology company that creates cohesive omnichannel brand-building and sales-driving opportunities to deliver valuable outcomes for advertisers, retailers and consumers. The Quotient platform is powered by exclusive consumer spending data, location intelligence and purchase intent data to reach millions of shoppers daily and deliver measurable, incremental sales. Quotient partners with leading advertisers and retailers, including Clorox, Procter & Gamble, General Mills, Unilever, Albertsons Companies, CVS, Dollar General and Peapod Digital Labs, a company of Ahold Delhaize USA. Quotient is headquartered in Salt Lake City, Utah, and has offices across the US as well as in Bangalore, Paris, London and Tel Aviv. For more information visit www.quotient.com
Apply for this job Show more details...
via Roundhouse.catsone.com
schedule_type: Full-time
Unique Help Desk opportunity with Growth in Programming & Database Management!
This position is Fully Remote...
Currently searching for a Help Desk Associate to provide Help Desk Support for employees and clients. Additional generalist responsibilities and projects will increase as you learn to program and support proprietary systems. This is a home based position with an established company experiencing strong growth!
This position will provide
Unique Help Desk opportunity with Growth in Programming & Database Management!
This position is Fully Remote...
Currently searching for a Help Desk Associate to provide Help Desk Support for employees and clients. Additional generalist responsibilities and projects will increase as you learn to program and support proprietary systems. This is a home based position with an established company experiencing strong growth!
This position will provide a variety of support services across a wide array of software products. Clients range from small custom builders to large national residential builders. Also a lot of project work with JavaScript, database development and management, Microsoft Teams, and website management.
Requirements for this position include: Help Desk hardware and software experience with superior telephone communication skills, and customer service focus. JavaScript, Microsoft Teams, Microsoft Office, WordPress, and database knowledge is highly preferred. Knowledge of Realtor MLS systems, residential realty, and residential home building highly preferred Show more details...
This position is Fully Remote...
Currently searching for a Help Desk Associate to provide Help Desk Support for employees and clients. Additional generalist responsibilities and projects will increase as you learn to program and support proprietary systems. This is a home based position with an established company experiencing strong growth!
This position will provide a variety of support services across a wide array of software products. Clients range from small custom builders to large national residential builders. Also a lot of project work with JavaScript, database development and management, Microsoft Teams, and website management.
Requirements for this position include: Help Desk hardware and software experience with superior telephone communication skills, and customer service focus. JavaScript, Microsoft Teams, Microsoft Office, WordPress, and database knowledge is highly preferred. Knowledge of Realtor MLS systems, residential realty, and residential home building highly preferred Show more details...
via Xerox Jobs
posted_at: 25 days agoschedule_type: Full-time
Help Desk Associate
General Information...
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City
Santa Fe, San Antonio, Aurora, Flagstaff, Phoenix, Tucson, Colorado Springs, Denver, Albuquerque, Las Cruces, Norman, Oklahoma City, Tulsa, Austin, Corpus Christi, Dallas, El Paso, Houston
State/Province
Arizona, Colorado, New Mexico, Oklahoma, Texas
Country
United States
Department
Presales & Implementation
Date
Tuesday, March 14, 2023
Working
Help Desk Associate
General Information...
Press space or enter keys to toggle section visibility
City
Santa Fe, San Antonio, Aurora, Flagstaff, Phoenix, Tucson, Colorado Springs, Denver, Albuquerque, Las Cruces, Norman, Oklahoma City, Tulsa, Austin, Corpus Christi, Dallas, El Paso, Houston
State/Province
Arizona, Colorado, New Mexico, Oklahoma, Texas
Country
United States
Department
Presales & Implementation
Date
Tuesday, March 14, 2023
Working time
Full-time
Ref#
20022230
Job Level
Specialist
Job Type
Experienced
Job Field
Presales & Implementation
Seniority Level
Associate
Base Salary
$ 14.42
Description & Requirements
Press space or enter keys to toggle section visibility
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
Overview:
Dahill Office Technology Corp., A Xerox Company, is seeking a Help Desk Associate to support our customers located throughout Texas, Oklahoma, Colorado, New Mexico and Phoenix. This Help Desk Associate opportunity is a fully remote / virtual opportunity for individuals residing in Texas, Oklahoma Colorado, New Mexico or Phoenix. The following work shift schedules are available:
• 7:30 AM to 5:30 PM CST
• 7:30 AM to 4:30 PM CST
• 8:30 AM to 5:30 PM CST
Responsibilities:
• Handle telephone / Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
• Facilitate or escalate customer issues and complaints, both internally and externally
• Coordinate all consumable calls in order to enable dispatch of Xerox and Multi-vendor consumables to customers
• Coordinate all Break / Fix calls in order to enable dispatch of Xerox and Multi-vendor engineers to customers
• Liaise with Various Helpdesks, Xerox and Third-Party Service Providers escalating through these avenues to close
• Flexibility to take on additional tasks as directed by Team Lead
• Validate Customer details and requirements on data entry, categorize and deal with appropriately
• Maintain accurate database information
• Obtain call closures details on all dispatched call
• Works within established procedures with a moderate degree of supervision
• Identifies problems in straightforward situations, and makes sound decisions using standard procedures
Qualifications and Experience:
• Skill and competency at providing technical telephone support.
• Able to control interactions with customers using persuasion and influencing skills.
• Able to work under pressure and deal positively with difficult situations.
• Aptitude for understanding and troubleshooting technical problems.
• Able to convey sensitivity and a positive approach to customer needs.
• Can demonstrate effective interactive skills and ability to work as part of a team.
• Strongly self-motivated to learn new skills to fulfil basic position requirements
• Able to be self-aware and conscientious of meeting all personal, team, and organizational metric targets.
• Excellent team player with a committed approach to teamwork and customer responsibilities.
• Flexibility with working time patterns which will need to align with in country requirements
• Ability to follow relevant instruction and to use appropriately relevant Xerox knowledge bases
• Able to maintain and project a helpful and courteous attitude in any circumstances.
• Highly resilient under pressure and adaptable to unforeseen work demands.
General:
• Intermediate level job with some work experience
• Has developed knowledge and skills through formal training and applies these to complete assigned work within own area of expertise
• Identifies problems in straightforward situations, and makes sound decisions using standard procedures
• Works within established procedures with a moderate degree of supervision
What We Offer:
• Competitive compensation (hourly compensation and applicable overtime)
• Comprehensive benefits offerings (including medical, dental, vision, and life insurance)
• Retirement plan
• Paid holidays, personal choice days and paid time off
• A culture that offers flexibility and a healthy work-life balance
#LI-CR1
#LI-REMOTE
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking Show more details...
General Information...
Press space or enter keys to toggle section visibility
City
Santa Fe, San Antonio, Aurora, Flagstaff, Phoenix, Tucson, Colorado Springs, Denver, Albuquerque, Las Cruces, Norman, Oklahoma City, Tulsa, Austin, Corpus Christi, Dallas, El Paso, Houston
State/Province
Arizona, Colorado, New Mexico, Oklahoma, Texas
Country
United States
Department
Presales & Implementation
Date
Tuesday, March 14, 2023
Working time
Full-time
Ref#
20022230
Job Level
Specialist
Job Type
Experienced
Job Field
Presales & Implementation
Seniority Level
Associate
Base Salary
$ 14.42
Description & Requirements
Press space or enter keys to toggle section visibility
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
Overview:
Dahill Office Technology Corp., A Xerox Company, is seeking a Help Desk Associate to support our customers located throughout Texas, Oklahoma, Colorado, New Mexico and Phoenix. This Help Desk Associate opportunity is a fully remote / virtual opportunity for individuals residing in Texas, Oklahoma Colorado, New Mexico or Phoenix. The following work shift schedules are available:
• 7:30 AM to 5:30 PM CST
• 7:30 AM to 4:30 PM CST
• 8:30 AM to 5:30 PM CST
Responsibilities:
• Handle telephone / Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers
• Invite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
• Facilitate or escalate customer issues and complaints, both internally and externally
• Coordinate all consumable calls in order to enable dispatch of Xerox and Multi-vendor consumables to customers
• Coordinate all Break / Fix calls in order to enable dispatch of Xerox and Multi-vendor engineers to customers
• Liaise with Various Helpdesks, Xerox and Third-Party Service Providers escalating through these avenues to close
• Flexibility to take on additional tasks as directed by Team Lead
• Validate Customer details and requirements on data entry, categorize and deal with appropriately
• Maintain accurate database information
• Obtain call closures details on all dispatched call
• Works within established procedures with a moderate degree of supervision
• Identifies problems in straightforward situations, and makes sound decisions using standard procedures
Qualifications and Experience:
• Skill and competency at providing technical telephone support.
• Able to control interactions with customers using persuasion and influencing skills.
• Able to work under pressure and deal positively with difficult situations.
• Aptitude for understanding and troubleshooting technical problems.
• Able to convey sensitivity and a positive approach to customer needs.
• Can demonstrate effective interactive skills and ability to work as part of a team.
• Strongly self-motivated to learn new skills to fulfil basic position requirements
• Able to be self-aware and conscientious of meeting all personal, team, and organizational metric targets.
• Excellent team player with a committed approach to teamwork and customer responsibilities.
• Flexibility with working time patterns which will need to align with in country requirements
• Ability to follow relevant instruction and to use appropriately relevant Xerox knowledge bases
• Able to maintain and project a helpful and courteous attitude in any circumstances.
• Highly resilient under pressure and adaptable to unforeseen work demands.
General:
• Intermediate level job with some work experience
• Has developed knowledge and skills through formal training and applies these to complete assigned work within own area of expertise
• Identifies problems in straightforward situations, and makes sound decisions using standard procedures
• Works within established procedures with a moderate degree of supervision
What We Offer:
• Competitive compensation (hourly compensation and applicable overtime)
• Comprehensive benefits offerings (including medical, dental, vision, and life insurance)
• Retirement plan
• Paid holidays, personal choice days and paid time off
• A culture that offers flexibility and a healthy work-life balance
#LI-CR1
#LI-REMOTE
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking Show more details...
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