Help Desk Analyst III - The Computer Merchant, Ltd

The Computer Merchant, Ltd

Depends on Experience

US-AZ-Tucson

The ideal candidate should have a strong work ethic, motivation to grow and succeed and be prepared to `get the job done.`

Position:
Mid-Level Helpdesk Technician

Location:
Client is based out of Tucson, AZ

Duration:
3-6 months

Qualifications:
Must be a US Citizen
Must be able to complete both a drug test and background investigation

Position Summary:
Shift:
Candidate must be available to work between the hours of 6:00 am and
6:00 pm, Monday through Friday. Shifts may vary from day to day depending on staffing needs. Candidate must be at their desks and ready to take calls at their shift start time.


Duties:
Heavy phone support for clients providing technical and functional
assistance. Must be able to independently analyze the customer requirements and develop appropriate solutions to meet expected service level. Employees are expected to manage their time throughout their shift utilizing our telephone call management system.


Essential Skills:
The candidate must be highly capable of responding to and
resolving a broad range of customer requests in a timely manner. As a result, the candidate must be able to independently analyze the customer requirements and develop appropriate solutions to meet expected service levels. Technical knowledge coupled with effective oral and communication skills are a must. Prior Help Desk or Call Center experience a plus


Organizational "Fit" Considerations:
Candidate must have excellent interpersonal skills and exercise a high degree of flexibility. The individual must be organized and capable of working in a team-oriented environment. In addition, the individual should possess a strong customer service attitude and the ability to provide support for service offerings.

Key supported technologies and applications:
• Windows Domain infrastructure and systems
• Windows DHCP Protocol
• Windows XP Remote assistant
• Norton Antivirus Corporate Edition
• Microsoft Office 2003 application suites and previous versions or above
• Lotus Notes Version 6.5 or above
• Microsoft Internet Explorer
• VPN / Remote access

Considerations:
Remote Resolution Center is staffed 12 hours a day, 5 days a week.
Must be able to work either one of three shifts
6:00 AM to 2:30 PM
7:30 AM to 4:00 PM
9:30 AM to 6:00 PM

• Attendance is paramount and monitored.
• Agents log into a managed PBX system and are monitored for quality and productivity.
• Agents log into a proprietary problem management system and tickets are closely monitored for contract adherence.
• Agents will be supporting and be subjected to a background check
before hiring.
• Agents must understand and uphold security policies as well.

Please respond to Mark Kischko at mkischko@tcml.com or by phone at 800-617-6172 x4325 and reference job # 09-04478.