Help Desk Support
Kforce Inc.
Job Info
RESPONSIBILITIES:
Kforce has a client in Reno, NV that is seeking a Help Desk Support.Responsibilities:- Troubleshoot software, hardware and connectivity issues in person & remotely via virtual support (phone/chat)
- Troubleshoot video conference issues
- Log all Service Desk contacts into Incident Management System (ServiceNow)
- Assist customers in gaining access to various systems and servers
- Provide support for remote employees using AppStream environments, VDI machines, and Avaya/Cisco telephony
- Setup and maintain shared mailboxes/distribution lists in Exchange Management Console/Exchange Admin Console
- Deploy/patch software using Casper and LANDesk technologies
- Communicate call trends and challenges team meetings
- Work closely with the team to resolve or properly close aging tickets
- Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries and adhere to all service management principles
REQUIREMENTS:
- 2-3 years of Service Desk or Desktop Support experience for both PC and Mac
- Experience working with multiple customers face to face in a 'Walk Up Bar' type of corporate environment and virtual support via phone/chat
- Ability to understand & articulate root cause on customer issues
- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals
- Familiarity with encryption and security tools and triaging within this environment
- Ability to take on small projects from start to finish
- Knowledge Base and process documentation skills
- Strong interpersonal/communication skills with the ability to communicate with technical and non-technical users effectively
- Passionate about providing excellent customer service and follow-thru to completion
- Familiarity supporting Mac OS X & Windows 7/10
- Good problem solving, diagnosis and troubleshooting skills
- Ability to work under pressure in a fast paced environment
- Familiarity with wired and Wi-Fi Networking with Windows Active Directory
- Familiarity with Exchange, AD, Software Distribution Systems, and related technologies
- Familiarity with Video Conferencing support and communication technologies such as Jabber, Blue Jeans; Zoom is a plus
- Working knowledge of collaboration tools such as Slack, Box, Google Suite
- Strong mobile support (Android, iOS, etc.) experience
- Ability to work independently and within a team
- Familiarity with ticketing systems such as Service Now is a plus
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.
By clicking "Apply Today" you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
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