Service Desk Agent at Hays (Philadelphia, PA)

Role: 
Service Desk Agent (Phone Support)

Location: 
Philadelphia, PA 19103

Duration: 
3-6 month CTH - up to $23/hour (50k conversion to perm)

Pay: 
W2 Only 

Job Description: 

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution 
  
• Applies understanding and knowledge of information systems products and services to assist users 
  
• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems 
  
• Coordinates referrals to appropriate technical, professional, or service personnel 
  
• Receives and prioritizes issues and forwards using appropriate escalation procedures 
  
• Provides functional or task leadership 
  
• Coordinates special projects and system upgrades 
  
• Briefs customers and/or management on the status of resolution efforts 
  
• Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel 
  
• Recommends system or process improvements, including procedures, training, and enhanced documentation 
  
• All other duties as assigned 
  
• Learns to use professional concepts. 
  
• Applies company policies and procedures to resolve routine issues. 
  
• Works on problems of limited scope. -Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. 
  
• Builds stable working relationships internally. 
  
• Normally Receives detailed instructions on All work. 

Qualifications:

• Windows 10 
• Active Directory experience 
• MS office 2016 
• Basic knowledge in mobile phone support 
• Base knowledge in ITIL 
• Ability to support printers 
• Ability to troubleshoot laptop and desktop hardware and software problems

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