Help Desk Support / Help Desk Specialist III

RESPONSIBILITIES

A client with Kforce is seeking a Help Desk Support/Help Desk Specialist III to join their team in Tucson, AZ.

Summary

The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack.

Job Responsibilities

• Troubleshoot software, hardware and connectivity issues remotely
• Log all Service Desk contacts into Incident Management System (ServiceNow)
• Assist customers in gaining access to various systems and servers
• Deploy/patch software using device management technologies (VMware and Ivanti)
• Communicate call and chat trends and emerging issues
• Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner
• Analyze and resolve incidents within expected turnaround time

REQUIREMENTS:

• Prior Service Desk or Desktop Support experience required Incident Management experience
• Basic user & security group Active Directory administration experience
• Strong knowledge of Microsoft based operating systems
• Experience with using and troubleshooting Office 365 within a corporate network environment (permissions, calendaring, delegation)
• Familiarity supporting VPN issues
• Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
• Familiarity with home network troubleshooting
• Self-starter
• Passionate about providing excellent customer service and follow-thru to completion
• Good problem-solving, diagnosis and troubleshooting skills
• Ability to identify Root Cause
• Able to identify gaps in documentation and made request for updates
• Ability to communicate technical issues in non-technical terms
• Ability to work independently and within a team
• Ability to work cross-functionally
• Ability to understand & articulate root cause on customer issues
• Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
• Ability to take on small projects from start to finish Knowledge Base and process documentation skills
• Familiarity with encryption and security tools and triaging within this environment
• Required: 5 day work week Full Time 40 hours a week
• Weekend shifts required from December- April (Tax Peak)
• Flexibility required during Tax Season peaks

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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