Desktop Support Job in Eureka, California US
Desktop Support
TEKsystems Sacramento is looking for a Customer Care Technician I. The candidate will provide a key role for providing Tier 1 support (via phone, web, chat and email) on our clients IT Service Desk. Working flexible work schedules-including weekends when required-the Tech I is responsible for troubleshooting, tracking and escalating issues as needed in a 24x7x365, technical Service Desk environment. MAY REQUIRE CALL-BACK. Manages and triages multiple incoming priorities effectively by understanding the customer needs and providing a positive experience for the customer utilizing excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions. Essential Functions: Maintains a high degree of Customer Service for all support queries and adheres to all service management procedures Acts as a point of escalation and single point of contact for all IT service desk calls and IT service support related issues Provides answers to non-technical customer questions and suggest process improvements Identifies potential system problems and escalate to Management for resolution In a timely manner, escalates problems that can't be resolved to the appropriate teams Encourages, maintains and develops a professional business relationship with customers by providing prompt, efficient and professional service at all times Skills / Abilities: - Basic skills with desktop, laptop and PDA hardware, common software and operating systems, blackberry experience, - Basic level skills with Server Hardware, Operating systems, Telecom Equipment and Cabling. - Basic Active Directory knowledge - Excellent customer service skills - Aptitude for learning technology and custom applications Preferred Position Qualifications: - Microsoft Office Certification - Help Desk Institute certification - Microsoft or A+ certification