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Job Details

Part Time Helpdesk Technician Tier One

Company name
Intervise Consultants, Inc.

Newport News, VA

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Part Time Helpdesk Technician Tier One

Intervise Consultants Inc.

Newport News


Job #662742422

Part Time HELPDESK POSITION - TIER I PART TIME!! Part Time role (we are flexible on the hours worked as well as the shifts/times but candidate will ideally work between 15-25 hours a week and this will be Weekend Work and possibly Mon or Fri nights/overnights. Weekend work is a must) Newport News, VA This Help Desk is a 24x7x365 operation and must be manned at all times (starting shift depends on what is open at the time they are ready to start after training. We normally offer up the vacant shift to the most senior employees first). Must be US Citizen and able to pass background checks/clearable. QUALIFICATIONS: Excellent Communications Skills Excellent Customer Relation Skills A technical aptitude Ability to work in a high call volume / continuous environment Flexibility to cover shifts as required. Job Description Tier I will perform the following duties and report directly to the Help Desk Shift Supervisor/Manager: Process incidents/service requests from customers calling into the call management system. These requests will be from phone calls, e-mails, and web tools. Process incidents/service requests from customers using Right Now, Remedy, and E-Mail service tools. Meet or exceed the Procedures, Policies, Performance and Acceptable Quality Levels (AQLs). Document, escalate, and/or refer customers to the next level of support as required. Job Responsibilities: The initial point of contact for all related questions will be received at this support level. The Tier I Help Desk technician receiving the call is the initial point of contact for all related questions and will perform Tier I technical Help Desk assistance. A preliminary assessment is done at this level and the incident solved if within the technicians realm of knowledge using troubleshooting checklists and established knowledge based processes. Normally the incident is resolved or elevated to the applicable Tier II Help Desk within 15 minutes of receipt of the incident. Incidents assigned a priority 1 (Urgent) should be elevated to Tier II to insure timely resolution to the high visibility incident. All issues outside the knowledge level or outside the escalation procedure of personnel assigned to this area will be routed to the Help Desk Shift Supervisor or Help Desk Manager. Tier 1 is manned 24 hours a day, 7 days a week and must be manned at all times. Candidates need to be open for any shift available with very limited restrictions. We rotate Tier 1s every 6 months.

Updated 05/15/2018

Company info

Intervise Consultants, Inc.

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