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Technical Support


Title: IT Service Desk Consultant



Location: Remote/Watsonville, CA



Terms: 6+ month contract

  • 6+ months
  • local candidates only - no exceptions
  • one day a week in Watsonville office, rest is remote
  • Tier 1/junior candidates only
  • Windows and mobile device experience

Requirements

  • Coordinates IT service desk activities including evaluation and assignment of incidents and service requests.
  • Serves the role of customer/user advocate on the IT support team to ensure the customer is well represented and that IT is delivering business value.
  • Performs the role of Incident Manager within the IT support team, managing incidents in accordance with Service Level Agreements, ensuring incidents are properly escalated and given the necessary visibility level within IT.
  • Provides local and remote Tier 1 support to employees with issues involving usage of IT services.
  • Supports and maintains effective relationships with end users, local business management, and Corporate IT Staff.
  • Identifies incident trends, interfacing with Problem Management to ensure root causes are addressed.
  • Provides mobile phone support and administration for mobile phones and smartphones including phone and service troubleshooting.
  • Follows standard operating procedures and customer service guidelines relating to IT support.

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