It Helpdesk Level 1

Job Title: IT Helpdesk level 1
Select employment type: Contract (C2C/Contract)
Locations: Augusta, GA
About the client:
Client is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., a member of the Nasdaq-100 A mega IT services corporation with more than 300,00 employees and a revenue of over $19 billion, the client is ranked 194 on the Fortune 500 and is consistently listed among the most admired companies in the world.
Job Description:

1. User Support: Provide first-level technical support to end-users via phone and email, assisting end user with hardware, software, and network-related issues.
2. Issue Logging and Tracking: Accurately log and track user-reported incidents and service requests in a ticketing system, ensuring that all relevant details are documented.
3. Troubleshooting: Conduct initial diagnosis and troubleshooting of technical issues to determine their nature and urgency, following predefined procedures and knowledge base resources.
4. Account Management: Assist users with password resets, account unlocks, and basic account management tasks, adhering to security protocols.
5. Hardware and Software Support: Help users set up and use computers, printers, and other devices. Also, assist with installing, configuring, and fixing software, like operating systems and office programs.
6. Remote Desktop Assistance: Offer remote assistance and screen-sharing sessions to resolve user issues when possible, ensuring minimal disruption to their work.
7. Escalation: Escalate incidents and service requests to Level 2 support teams when issues exceed the Level 1 scope or require specialized expertise.
8. Communication: Communicate effectively with end-users and colleagues, providing status updates on the reported incident and service requests.
9. Customer Satisfaction: Strive to provide excellent customer service by resolving issues promptly, professionally, and courteously, aiming for high levels of user satisfaction.
10. Adherence to SLAs: Ensure that service level agreements (SLAs) are met or exceeded for incident resolution and service request fulfillment.

Technical Requirements:

1. Operating Systems: Proficiency in supporting and troubleshooting Windows 10.
2. Hardware Knowledge: Understanding of computer hardware components, peripherals, and mobile devices.
3. Networking Basics: Familiarity with fundamental networking concepts and configurations.
4. Email Clients: Competence in configuring and troubleshooting email clients like Microsoft Outlook and web-based email services.
5. Remote Desktop Tools: Experience in using remote desktop software like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP).
6. Remote Access Solutions: Knowledge of Virtual Private Networks (VPNs) and secure remote access methods.

Application Requirements:

1. Proficiency in supporting and troubleshooting Microsoft 365 applications.
2. Account Management: Ability to assist users with password resets, account creation, and access control.
3. Basic knowledge of VDI software solutions such as VMware Horizon, Citrix Virtual Apps and AWS.
4. Web Browsers: Familiarity with popular web browsers (Chrome, Firefox, Edge) and addressing browser-related issues.
5. Ticketing Systems: Experience in using ticketing systems for tracking and managing support requests efficiently.
6. Basic Troubleshooting Tools: Proficiency in using built-in troubleshooting tools like Windows Event Viewer, Task Manager, and Resource Monitor.

Experience:
Mandatory 1-2 yrs. help desk experience.