What are the responsibilities and job description for the Helpdesk Tech position at Randstad?
job summary:
Randstad Technologies is searching for a sharp, experienced, well-spoken and rounded individual to support our client's corporate service desk / help desk. Our client is a Fortune 500 company and this candidate would be providiing 100% remote technical support.
We're seeking someone who is experienced in providing tier 1 / tier 2 level support services and who has worked in Windows environments.
location: HERNDON, Virginia
job type: Contract
salary: $20 - 24 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- User Support: Respond to incoming support requests via phone, email, or ticketing system, and provide timely and effective technical assistance to end-users. This may include troubleshooting hardware, software, and network issues, assisting with account setups, password resets, and providing guidance on how to use various applications and systems.
- Issue Resolution: Diagnose and resolve basic technical problems by following documented procedures and troubleshooting techniques. This involves gathering relevant information from users, researching known issues, and applying solutions to address the problem at hand.
- Ticket Management: Log all support interactions and activities accurately and thoroughly in a ticketing system. This includes creating, updating, and closing support tickets while maintaining proper documentation of incidents, resolutions, and follow-up actions taken. Escalation and Collaboration: Collaborate with other support teams, system administrators, and IT personnel to escalate complex issues that require specialized expertise or higher-level support. Ensure proper handover of information and maintain communication throughout the escalation process until resolution is achieved.
- Knowledge Base Maintenance: Contribute to the maintenance and improvement of the knowledge base by documenting solutions, troubleshooting steps, and frequently asked questions. This helps build a comprehensive resource for users and facilitates faster issue resolution in the future.
- Customer Service: Provide exceptional customer service by actively listening to user concerns, showing empathy, and maintaining a professional and courteous manner. Communicate technical concepts clearly and effectively, even to non-technical users, to ensure understanding and satisfaction.
- Proactive Monitoring: Monitor systems, network infrastructure, and applications to identify and report potential issues or anomalies. Notify appropriate teams or take necessary actions to prevent or minimize service disruptions.
- Adherence to Policies and Procedures: Follow established IT policies, procedures, and security guidelines to ensure compliance and data protection. Stay updated on industry trends, best practices, and emerging technologies related to IT support.
- Continuous Learning: Stay abreast of evolving technologies and pursue opportunities for professional development. This may include participating in training programs, obtaining certifications, and expanding knowledge in areas relevant to the job role.
qualifications:
skills:Helpdesk
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.
Randstad Technologies is searching for a sharp, experienced, well-spoken and rounded individual to support our client's corporate service desk / help desk. Our client is a Fortune 500 company and this candidate would be providiing 100% remote technical support.
We're seeking someone who is experienced in providing tier 1 / tier 2 level support services and who has worked in Windows environments.
location: HERNDON, Virginia
job type: Contract
salary: $20 - 24 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- User Support: Respond to incoming support requests via phone, email, or ticketing system, and provide timely and effective technical assistance to end-users. This may include troubleshooting hardware, software, and network issues, assisting with account setups, password resets, and providing guidance on how to use various applications and systems.
- Issue Resolution: Diagnose and resolve basic technical problems by following documented procedures and troubleshooting techniques. This involves gathering relevant information from users, researching known issues, and applying solutions to address the problem at hand.
- Ticket Management: Log all support interactions and activities accurately and thoroughly in a ticketing system. This includes creating, updating, and closing support tickets while maintaining proper documentation of incidents, resolutions, and follow-up actions taken. Escalation and Collaboration: Collaborate with other support teams, system administrators, and IT personnel to escalate complex issues that require specialized expertise or higher-level support. Ensure proper handover of information and maintain communication throughout the escalation process until resolution is achieved.
- Knowledge Base Maintenance: Contribute to the maintenance and improvement of the knowledge base by documenting solutions, troubleshooting steps, and frequently asked questions. This helps build a comprehensive resource for users and facilitates faster issue resolution in the future.
- Customer Service: Provide exceptional customer service by actively listening to user concerns, showing empathy, and maintaining a professional and courteous manner. Communicate technical concepts clearly and effectively, even to non-technical users, to ensure understanding and satisfaction.
- Proactive Monitoring: Monitor systems, network infrastructure, and applications to identify and report potential issues or anomalies. Notify appropriate teams or take necessary actions to prevent or minimize service disruptions.
- Adherence to Policies and Procedures: Follow established IT policies, procedures, and security guidelines to ensure compliance and data protection. Stay updated on industry trends, best practices, and emerging technologies related to IT support.
- Continuous Learning: Stay abreast of evolving technologies and pursue opportunities for professional development. This may include participating in training programs, obtaining certifications, and expanding knowledge in areas relevant to the job role.
qualifications:
- Experience level: Entry Level
- Minimum 3 years of experience
- Education: Bachelors
skills:
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.
Salary : $20 - $0
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