Service Desk Technician Contractor

Summary of This Role

Provides help desk support to end-users for PC, server or mainframe applications, and hardware, through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization's customer relationships. May interact with network services, systems software analyst, and/or applications development to restore service and/or identify and correct core problems.

What Part Will You Play?

• Receives routine client issues through multiple sources (via phone, Client Support Help Desk (CSHD), Client Portal, email, etc.); assists with reviewing information to define the problem and determines the ultimate impact. Documents and/ or generates CSHD ticket for tracking purposes, classify severity (1-Critical, 2-High, 3-Medium, 4-Low Impact), and notifies appropriate business or technical resource to solve internal/ external client issues as directed.
• Assists with providing initial/ basic technical support (e.g., resetting passwords for multiple applications) for internal/ external client problems and with basic services related to desktop, Personal Computer, or merchant terminals. Escalates issues requiring more experience and in depth knowledge. Becomes familiar with company systems/ client operating systems while observing external and internal client meetings.
• Verifies systems during and after scheduled outages/ maintenance including screens, web sites, and other company managed data for clients as directed. Assists with monitoring critical path processing to confirm that benchmarks are met and notifies clients about missed deliverables.

What Are We Looking For in This Role?

Minimum Qualifications

• High School Diploma or Equivalent
• Typically No Relevant Experience Required

Preferred Qualifications

• Bachelor's Degree
• Computer science or technical field
• Typically Minimum 2 Years Relevant Exp
• Help desk; POS Terminal experience

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Acquires and applies job skills and learns company policies and procedures to complete assigned routine tasks.
• Job Complexity - Works on assignments that are routine to semi-routine in nature, requiring limited decision outside of stated processes, but recognizes the need for occasional deviation from accepted practice. Has little or no role in the decision-making.
• Supervision - Normally receives detailed instructions and follows established procedures on all work, requires instructions on all assignments. Works under close supervision.
• Communication Skills - Excellent communication skills
• Problem Solving Skills - Must be able resolve merchant issues or coordinate issue resolution
• Analytical Skills - Must be able to analyze problem as it is described over the phone and determine best solution