Help Desk Support

Job description

• Triage and resolve trouble tickets related to technical difficulties with various web-based applications. • Provide technical expertise to ensure applications meet business requirements. • Analyze current business processes and suggest improvements. • Be the liaison between the end user and production support/IT teams, reporting any problems, updating and closing of open issues from Trouble Ticket systems, and participating in the testing of new enhancements to ensure they meet end user expectations. • Verify with the end user that the issue has been resolved and update trouble tickets and Chatter Posts accordingly. • Monitor #Help Chatter Posts to ensure all posts are closed out quickly. • Actively contribute to ongoing process improvement via ISO Process. • Perform other duties or special projects as assigned. • Ability to complete multiple simultaneous projects in a timely manner. • Provide advanced technical troubleshooting and analysis methods to assist Tier I personnel solve basic technical problems. • Confirm the validity of the reported problems and seek known solutions related to these more complex issues. • Provide monthly tip sheets to top volume branches and training department to improve training. • Bachelor’s degree from a four-year college or university preferred. • 2+ years customer support/help desk experience. • Strong communication, interpersonal, and analytical skills • Ability and desire to provide excellent customer-service to internal and external customers • Working knowledge of MS operating systems and applications. • Ability to work independently in a dynamic environment. • Telecommunications experience desired. Paul Dubey Technical Recruiter Integrated Resources, Inc IT REHAB CLINICAL NURSING Inc. 5000 - 2007, 2008, 2009, 2010, 2011, 2012 & 2013 (7th Year) Certified MBE I GSA - Schedule 66 I GSA - Schedule 621I I GSA - Schedule 70 (Direct) 732-549-5302 (Tel) 732-549-2030 x208 (F) 732-549-5549 Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.