Senior It Service Desk

Job Title: Senior IT Service Desk
Pay Rate: $25-$30 per hour
Location: Minneapolis, Minnesota
Remote/Hybrid: Remote in MN area (On site as needed and 2 weeks on site training)
Term: 6 months contract to hire
*NO Visa holders, 1099’s or Corp to Corp.

Scope of Services:

The role of Senior IT Service Desk involves answering and meticulously logging all incoming calls, emails, and voicemails into the Call Tracking System. You will cultivate positive customer relations by interacting courteously and professionally with clients. Integral to your responsibilities is the training and mentoring of new staff additions. Leveraging your extensive experience, you'll diagnose client problems, providing technical solutions for 80% of calls while the user is on the line. Proficiently analyzing and prioritizing calls, you'll escalate or coordinate solutions with other IT resources when necessary. Your duties extend to documenting call resolutions, performing front-end security administration, and administrating both new and existing accounts on secure websites. Proactively, you'll contribute to process improvements, conducting weekly call audits, and ensuring efficient communication of updates from various technical areas. With over 5 years of experience, your expertise will be crucial in maintaining a highly organized, professional, and solution-oriented Service Desk, making you an indispensable asset to the team.

Role, Responsibilities, and Deliverables:

• Answer and log all calls (including voicemail and email) into the Call Tracking System. Obtains and enters complete and accurate incident description into the system. Interacts with clients in a courteous and professional manner to foster customer relation.

• Responsible for the training and mentoring of all new staff additions.
• Diagnose client problems. Compares options and solutions using previous experience, training, and solutions scripts to resolve client problems. Is able to provide 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.

Qualifications:

• 5+ years of experience as a Senior IT Service Desk
• Ability to train on site in Minneapolis, MN
• Excellent communication and problem solving skills
• Highly organized and professional in a customer facing environment

To apply, please submit a resume outlining your relevant experience as a Senior IT Service Desk.
Short-listed candidates will be expected to complete a Blue Star Partners Bio.