Service Desk- Remote

Service Desk- Remote • ** Shift coverage is 7:00 AM - 7:00 PM Sunday , Monday, Tuesday and every other Wednesday*** 3 Month Contract to Hire Great Company Unlimited Growth Paid Certs when perm • Must have some certs A+, Network+, Security+ • Very professional • Client Facing Scope: - Accept and log customer calls - Monitor events / notifications via the monitoring tools. - Triage customer calls per specified severity levels - Execute first attempt to resolve the customer call - Refer customer call to the appropriate level two/three support group - Track the progress of customer calls during entire lifecycle (from start to end) to ensure the call is resolved within the agreed Service Level Agreement (SLA) - Update the customer call record or incident ticket as required - Escalate customer calls to the appropriate management level when thresholds are violated - Close customer calls and tickets upon completion - Communicate, internally and externally, the status of the call directly with the customer or broadcast to a larger audience as defined per SLA. - Perform account management services – User Account creates/disables/terminations/name changes, etc - Monitor production system jobs/batch management within Customer Job Scheduler to include investigation and resolution of production errors - Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs) - Distribute daily turnover reports to customers as needed - Communicate response times for dispatched tickets to the customers - Manage service requests ensuring adherence to SLA - Assist with cross training of Service Desk team members as neededSkills & Experience • * 2-3 year’s technical helpdesk or technical call center experience required • CompTIA A+ certification preferred • Hands-on work experience with the following: • Windows Operating Systems • MAC Operating Systems • Knowledge of Active Directory, O365 • User account management for Active Directory, • O365/Exchange Mailboxes, Distribution lists • Remote desktop connectivity • MS Office Suite (Word, Excel, PowerPoint, Outlook, Project, and Visio) • Internet browsers (Explorer, Chrome, Firefox) • VPN and remote dial-in users • 2-factor authentication, soft tokens • Support for laptop, desktops, and printers • Smartphone support • Execute basic queries and administrative tasks for MS SQL, helpful • Others: • Sharepoint, Adobe Acrobat and other common desktop applications • Experience with monitoring tools/applications like LogicMonitor, Nagios, etc. • Job scheduler applications like Tidal or Autosys Apply tot his job Apply To this Job