It Service Desk

Job Title: IT Service Desk
Location: Richmond, VA (Onsite only)
Start Date: ASAP
Duration: 12 Months
Hours/Week: 40 hours
Rate: $30-$35/hour based on experience
Contract Type: W2 Only (No 1099’s or Corp to Corp)

Provide excellent customer service to the end user. Responsible for providing technical trouble shooting skill sets while ensuring proper computer and telephone operation so the end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help and service requests.

Key Responsibilities:

• Answer and log all calls (including voicemail and email) into the Call Tracking System.
• Obtain and enter complete and accurate incident description into the system.
• Interact with clients in a courteous and professional manner to foster customer relationships.
• Responsible for the training and mentoring of all new staff additions.
• Diagnose client problems. Compare options and solutions using previous experience, training and solutions scripts to resolve client problems. Able to provide 10% technical solutions to 80% of calls while user is on the line.
• Analyze and prioritize all calls. Understands when to escalate or route calls, or coordinate solutions with other IT resources.
• Document resolution of calls into the system. On any open/pending calls, follow up within 24 hours to ensure problem was corrected.
• Provide front-end security administration for password issues, locked accounts and multiple connections. Administrate new and existing accounts on the secure web sites.
• Provide and maintain call statistical information including phone data, daily, weekly, monthly, and upon request.
• Perform weekly call audits on all Service Desk members.
• Communicate updates from other technical areas concerning the production environments.
• Takes initiative to identify improvements in processes and works to implement the changes.
• Provide VIP support with Positive and outgoing attitude.
• Provide Training to End User via training classes.

Key Requirements/Skills/Experience:

• 2-3 years’ experience preferred