What are the responsibilities and job description for the Service desk position at Kforce?
Kforce has a client in Louisville, KY that is seeking a Contract Service Desk. This is a hybrid contract opportunity, requiring the candidate to be onsite in the Louisville office 2-3 days per week - may need to work 10am-7pm CT.
This contract will be from 2024 with possibility of being extended into 2025.Summary : This company was recently named in Fortune's Best Places to Work and Computerworld's Best Place to Work in IT for many consecutive years.
It all starts here! The Service Desk is a centralized entry point and provides escalated troubleshooting for all technology related service requests and support related issues for our clients IT department.
Customer service is key! This organization has over 4,500 users who need your help. The Service Desk may be problem- solving via phone, email, chat, or in-person.
Not everything is a problem. Sometimes our users may have a question or need a little training. Responsibilities :
- Troubleshoot their technology ranging from laptops, surfaces, printers, mobile devices, and more
- Let them know the expectations when opening tickets and ensures all request / services are executed on-time in accordance with SLAs or as promised
- Translate the tech talk into something they can understand
- Learn and retain knowledge of core hardware standards and applications, as well as new technologies / applications being introduced
- Utilize our knowledge management system and know when to ask for help
- Document, track and monitor user incidents and requests in our ticketing system to ensure timely and accurate resolution
- Know when to prioritize, know when to escalate. We will help you with business impact and documented guidelines
- Help maintain our robust knowledge base ensuring articles are accurate and up to date
- Identify trends with incoming calls so we can initiate incident escalation where appropriate
- Bachelor's degree preferred
- 1-3 years of IT support experience
- Advanced experience supporting Microsoft Windows O / S and Microsoft Office Suite
- Familiarity with ServiceNow is always a plus
- Strong knowledge of hardware, software, and related technology
- Strong work ethic and operates with a sense of urgency
- Flexible, fast learner with the ability to multi-task
- Professional, calm, and courteous mannerisms
- Willing to participate in rotational on-call, but it will not be often
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role.
We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs.
This range may be modified in the future.
We offer comprehensive benefits including medical / dental / vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees.
Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note : Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Last updated : 2024-03-24
