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Helpdesk Support

Company: Kforce Technology
Location: Roanoke
Posted on: April 10, 2021

Job Description:

RESPONSIBILITIES:Kforce has a a client seeking Helpdesk Support in Roanoke, VA (Virginia). Responsibilities: * Evaluate, prioritize and provide technical support for incoming requests made via telephone, email and through user request portals* Create, update, follow-up, and close out service requests in accordance with published SLAs* Troubleshoot and resolve 1st and 2st level service desk calls related to assigned technologies (e.g. PC replacement requests)* Provide 24-7 emergency support at least once per month as part of an on-call rotation* Escalate calls when appropriate and follow up to ensure resolution* Place orders for hardware and software, as needed and manage leasing schedules* Identify, test, and recommend new technology related to deployment and end user productivity* Identify and document user procedures needed to minimize or eliminate related service desk requests* Assist in updating and maintaining current documentation used by IT staff for troubleshooting (e.g. software installation procedures)* Provide in-person support for users in the Florida region* Serve as program lead for assigned IT services (e.g. software license management)* Serve as primary administrator for end user specific systems (e.g. ServiceNow, SharePoint, PC/App Deployment)Job Requirements:REQUIREMENTS:* Associates degree in Computer Science or equivalent experience preferred* A+ and ITIL certifications and experience using ServiceNow will be considered a plus* A minimum of two years of experience supporting end users directly as part of a service desk* Demonstrated knowledge of supporting and troubleshooting Application, Endpoint and Infrastructure related problems* The top three competencies include outstanding customer service skills, strong IT troubleshooting knowledge and ability to improve current processes* A positive can-do mindset along with caring ability to help others * Technical knowledge and proven advanced troubleshooting focused on end user services (Windows, Office365, Adobe, Printers)* Intermediate experience supporting Citrix XenApp, XenDesktop, RDS and WYSE terminal environments* Proven track record for providing best in class customer service* High degree of patience and ability to positively respond to frequent changes* Detail oriented and ability to manage ticket load while improving process or participating in projects* Excellent verbal and written communication skills* Ability to understand business requirements and recommend valuable solutionsKforce 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.

Keywords: Kforce Technology, Roanoke , Helpdesk Support, Other , Roanoke, Virginia

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