Service desk technician

Job Title: Service desk technician

Location: MILFORD, CT

Contract: 6+ months

Description:

3+ years of experience as Service Desk Agent or Help Desk Technical Support

Knowledge of advanced principles and methods of information processing, operating systems, system utilities and technical methodologies used in desktop Point of Sale applications support

Knowledge of advanced principles of Point-of-Sale peripheral troubleshooting

Strong analytical and problem-solving skills

Ability to work independently and stay focused and friendly under pressure

Excellent communication, facilitation, project management, organizational and time management skills

Skill and ability to handle multiple priorities and deadlines

Ability to work as a member of a team

Experience creating technical documentation for day-to-day operational support

Experience with ticketing tool that processes and catalogs customer service requests, manage digital workflows

Experience with Remote Access Tools

Excellent communication and Soft Skills

SQL Experience



Responsibilities:

Liaison between L1 External Service Desk and L2 Applications, Operations, and Management (AOM) Support Teams

Troubleshoots and isolates problems with applications or hardware

Systematically gathers information, sorts through complex issues, seeking input from others as appropriate

Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action

Plan, develop and maintain technical documentation and standard operational and support procedures

Collaborate with support teams to coordinate knowledge transfer for new technologies

Evaluate and make improvements to business processes. Ensuring the efficiency and improvements of SLA's and Automations to increase productivity, reduce cost, and improve time management

SSMS (SQL Server Management Studio) knowledge and proficiency to reduce the number of escalations to L2 and assist with backlog of incidents

Escalation Point of Contact for L1 Service Desk in support of troubleshooting concepts, assessing issues and provide solutions for problems that cannot be handled by Level 1 Service Desk

in-depth troubleshooting and backend analysis

Downstream knowledge transfer, mentoring and promoting Level 1 Service Desk development, focus on call resolution and Service Desk Call metrics, provide guidance and learning experiences

Assist with Escalation Management, "White Glove" investigations as a high priority

Contribute to the reduction of L1 and L2 backlog incidents to help manage SLA's

Process Hardware Escalations & RMA's. Evaluate L1 escalations to determine if handled and processed correctly

Participation and contributions to client facing meetings

Assist with additional tasks assigned by the leads and manager



Plus:

Network troubleshooting skills

Point of Sale (POS) experience

Experience in a technical call center / ISP Help Desk / Technical Help Desk

CompTIA A+ certificate

Degree in Computer Science, Information Technology, Information Systems, or relevant education a plus