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IT-Sr Tech Support

Company: Diversant LLC
Location: Minnetonka
Posted on: January 7, 2022

Job Description:

Diversant is seeking a Tech Support Specialist for a 3 month Contract. This role can be 100% Remote.The IT Service Desk (ITSD) team supports more than 300,000 domestic and international employees while operating 24x7 year-round, including all holidays. While taking in excess of 200,000 contacts per month the ITSD offers first level technical support for: 4,000 plus systems and applications, servers, desktop, telephone, and network issues. Additionally, the team also offers support for telecommuter issues, and voice (telephone, voicemail) issues.We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work(sm). The ITSDs mission is to be the single point of contact for *** businesses by providing high quality, innovative and cost-effective technical support.The Technical Support roles within the ITSD is fundamental part of a global IT support team, responsible for answering incoming calls, chats, email and web submissions from customers and resolving technical issues, while ensuring a high level of customer service and maximizing productivity. The IT Service Desk team provides level 1 support. Successful candidates will; handle - 60+calls/day with regard to all areas of IT infrastructure and applications, they work with various internal support groups to escalate complex high priority/high impact issues, as well as ensure a high degree of customer service and focus. Effective candidates will have shown at least two years r of experience resolving technical issues over the phone, demonstrated troubleshooting and technical ability, and an ability to effectively communicate technical solutions to non-technical customers.Primary Responsibilities Answer and resolve inbound technical calls at a large corporate help desk, efficiently and professionally, in a high-volume call center environment that operates 24x7x365. Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and VPN access in a Windows 10 environment, offering a variety of level 1 solutions over the phone, via chat or email. Using remote control tools to assist customers when needed. Proficiently manage the resolution of inbound technical contacts; balancing customer service, providing support, and issue resolution with the constraints of a call handle time goal. Troubleshoot corporate applications with the use of a Knowledge Base and assign issues to the appropriate support group as needed. In addition, providing feedback on technical documentation for publication in Knowledge Base. Effectively translate complex, technical concepts into easy to understand language to assist non-technically oriented customers. Demonstrate a highly developed sense of integrity and commitment to customer satisfaction. Accurately, quickly, and efficiently typing record all interactions with customers in an incident management tracking tool. Anticipates customer needs and proactively identifies solutions. Adhere to policies and procedures regarding the safeguarding of protected information, such as personal health information (PHI/PII) and access to corporate systems. Escalate high priority, high impact issues to the internal support teams. Adhere to a strongly regimented schedule (start/end times, lunches, breaks, non-production time, etc.). Meet or exceed statistical metrics regarding; ticket and contact quality, first call resolution, schedule adherence, and call handle time. Work in a low-wall cubicle environment with moderate noise levels.Requirements: Bachelor's degree preferred, but HS Diploma/GED and 2+ years of experience accepted 1+ year experience in a call center environment or equivalent 1+ year experience providing Desktop or Deskside support in a large corporate environment. 2+ years of experience in technical support (preferably in a help desk) with experience supporting from a level 1 to 2 perspective. Experience with Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN) Experience with Outlook as well as other MS Office applications (including Word, Excel and PowerPoint) Experience with service ticketing/tracking systems (ServiceNow preferred). Experience with a call routing system (VCC or WWE preferred). Experience with Remote Control/Remote Assistance tools (Bomgar, native tools within Windows, and Altiris (Symantec) preferred). Must be a self-starter and able to work independently while being part of a decentralized team.Assets: Experience working in environment where success was gauged by balancing first call resolution, call handle time and, or other specific metrics Experience assisting customers through alternate intake channels (phone and nonverbal channels like live chat, email, social media and web form submissions) Typing speed of 50 WPM a plus Experience working with a knowledge base or knowledge tool Experience using and supporting IP phone systems Experience with handheld devices Experience with supporting MAC hard and software Experience in a large corporate environment Exposure to or knowledge of ITIL practices Enjoys challenging troubleshooting situations and pays attention to details HDI Service Desk CertificationTypical DayThis is a full time help desk analyst position that will occupy a Monday to Friday 8am - 5pm CT shift. However, because our business needs change, we always prefer candidates who are open to other shifts.Analysts typically handle 60+ inbound contacts (calls, live chat sessions, online submissions)/day with regard to all areas of ***s IT infrastructure and application. Through utilization of a robust knowledge base analysts resolve or assign incidents to specialists for processing. They balance their technical ability with customer service to provide high quality interactions with the internal employees and contractors that the ITSD supports. Adherence to published schedules is critical to successfully managing the volume of contacts received at the ITSD.What will set candidates apart?2+ years Help Desk Experience2+ years in a Call center EnvironmentExperience with Following:Various IT Service Desk technologies/platforms including ServiceNow, Client Service Manager, ACD Systems, Genesys, Cisco, Nice, SCCM, Altiris, WebEx, etc .Supporting Networking Principles, Internet Protocol Suite (TCP/IP), Local Area Networks (LAN) and Wide Area Networks (WAN)Working with a knowledge base or knowledge toolUsing and supporting IP phone systemsSupporting Outlook, MS Office and handheld devicesSupporting customers through chat, email or web submissions

Keywords: Diversant LLC, Minnetonka , IT-Sr Tech Support, Other , Minnetonka, Minnesota

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