Kforce has a client that is seeking a Help Desk Support/Help Desk Specialist III in Tucson, AZ.
Job Responsibilities:
Help Desk Support/Help Desk Specialist will 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
As a Help Desk Support/Help Desk Specialist, you will work closely with the team to resolve or properly close aging tickets
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
Maintain a high degree of customer service for all support queries and adhere to all service management principles
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
Experience with using and troubleshooting Office 365 within a corporate network environment (permissions, calendaring, delegation)
Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
Strong knowledge of Microsoft based operating systems
Knowledge Base and process documentation skills
Familiarity with encryption and security tools and triaging within this environment
Familiarity supporting VPN issues
Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
Familiarity with home network troubleshooting
Interpersonal skills
Self-starter
Passionate about providing excellent customer service and follow-thru to completion
Good problem solving, diagnosis and troubleshooting skills
Able to identify gaps in documentation and made request for updates
Ability to identify Root Cause
Ability to communicate technical issues in non-technical terms
Ability to work independently and within a team
Ability to work cross-functionally
Ability to take on small projects from start to finish
Ability to understand & articulate root cause on customer issues
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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.