MUST BE A LOCAL CANDIDATE TO THE WESTERN PA REGION
We are looking for a strong Help Desk Support candidate to work onsite at our Cranberry Office location who has EXCELLENT CUSTOMER SERVICE SKILL as well as a TECHNICAL HANDS ON PERSON
The Help Desk Engineer works directly with the service manager to ensure the following: SLA goals are met, processes and procedures are followed, and serves as an escalation point for advanced troubleshooting tickets. This is a technical role. This person will be responsible for having knowledge of a network technician, will need to have sharp networking skills, and be able to clearly document problems and resolutions.
Essential Job Duties:
Assist the service manager with daily processes in the help desk
Troubleshoot and resolve escalated issues with our VoIP platform with end users remotely and over the phone.
Proactively monitor tickets to prevent larger issues from occurring.
Handle issues in an organized fashion through a ticketing system.
Handle tier 2/tier 3 issues from the support desk
Excellent with oral and written communication.
Strong leadership skills
Willing to learn new technology.
Flexibility in a dynamic work environment.
Multitasking and completing projects according to their scheduled deadlines.
Microsoft Active Directory
Answer help desk phone calls from clients/end users and system administrators that related to tier 2/tier 3 issues
Perform initial diagnostic evaluation, address technical issues, and provide end user education and instruction.
Resolve issues within the scope and control of the position.
Provide guidance to end users in procedures and policy for the administration and security of both the endpoint and the server.
Refer issues that are not remotely solvable by the help desk technician to the appropriate team resource for resolution.
Track status, inform, and escalate tickets as necessary to ensure compliance to all service level agreements (SLAs) and expectations of Client.
Provide prompt and accurate services with regards to status of Incident or Change requests to our customers.
Mentor tier 1/tier 2 staff on getting to a resolution for an issue
Skills and Abilities:
Customer service oriented, positive / can-do attitude.
Team player, with demonstrated willingness to learn and progress.
Ability to provide clear and concise client support, as well as best practice instructions to end users.
Provide clear explanation of technical related issues to non-technical users, and coach users through basic technical troubleshooting and resolution steps.
Demonstrate a strong organization and prioritization skills, including pro-active tracking of open issues.
Strong communications skills both written and oral, including remote customer support and through use of the telephone and ticket system.
Internal Number: 442359552
About BluChip Solutions, LLC
Established in 2008, BluChip Solutions, LLC is a full-service computer consulting services firm whose leadership possesses over 20 years of Staffing management experience in offering contract, contract-to-hire, permanent, placement, contract payroll services and project solutions. Our staffing services are committed to providing the best qualified individuals to employers in each of the markets we serve. As the top information technology consulting services companies in the marketplace we stand ready to help our clients and our candidates. You can be assured that we will located the best people to fulfill your requirements.Uniting highly qualified candidates with clients is what we do. We take pride in our systems and policies, investing our expertise to make relationships work - productive partnerships with our clients and our employees. Our screening and matching processes are designed to be efficient, yet speed is never given priority over careful and comprehensive evaluation of candidates.
As a full-service workforce management solutions firm offering contract, contract-to-hire, permanent placement and executive services, we specialize in finding highly skilled professionals ...for contract assignments and direct placement. Our trained group of experts prides itself on understanding the needs of our clients and delivering the right people to get the job done.
Our clients deserve a staffing services company that provides a conscientious and thorough approach. As a leading consulting services company we appreciate the opportunity to serve you, to earn your confidence and to establish your trust.Measurable Performance, Accountability and Trust are three foundational principles that underpin our company. We pledge to provide every client with our very best efforts and outstanding results. Our reputation as a top-flight consulting services company is of great importance to us. We look to the future with appreciation for our client and employee partners, and with confidence that together we will continue to meet challenges head-on and to achieve success.