Job description

Job Description:

Job Title:

Service Desk Level 2

Location:

Cary, NC 27519

Duration:

6+ months with possibly extension

Shift details: Hours/Days

24/7

Travel Required:

Yes

Onsite / Remote:

Day 1 Onsite is must

Mode of interview

Video interview

Essential Duties and Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or chat.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Requirement and desired skills.

• Minimum of 3 years of experience in Service desk.
• Minimum of 2 years in supporting clinical IT desk.
• Should have excellent written and verbal English communication.
• Ready to work in 24*7 environment.
• Must have good technical and analytical skills.
• Phone support experience necessary.
• ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
• Windows Operating systems
• Clients: Windows7, Windows 10, Windows 11
• Knowledge of Active Directory, Exchange, and Teams

• ITSM ticketing tools Service Now
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Internet/Edge browsers (e.g., Explorer, Chrome, Firefox).
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and MDM support

Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Job Type: Contract

Salary: Up to $21.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Cary, NC 27519: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Preferred)
• Calling: 3 years (Preferred)
• Desksuport: 2 years (Preferred)
• Service desk: 4 years (Preferred)
• Healthcare: 3 years (Preferred)

Work Location: One location

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