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Help Desk Technician

Company Name:
The Computer Merchant, Ltd.
Reference # : 14-07965 Title : Help Desk Technician
Category: Information Technology
Location : Bath, ME
Position Type : Contract
Experience Level : Start Date : 12/23/2014
Description
The Computer Merchant, Ltd., (TCM) is a national Information Technology firm listed in the Top 100 of privately help consulting firms in the United States. For over 35 years we have been providing IT Consulting and strategic staffing solutions to clients nationwide. Through continued efforts TCM has earned national recognition in supporting Fortune 500, Fortune 1000 and Federal, State, and Local government clients.
We are currently searching for a professional with interest in pursuing an IT career to assist our client in Bath, ME. This position is initially a four month contract and has the potential to extend or possibly lead to permanent employment for the right candidate. Our direct client is a Fortune 500 company within the IT outsourcing industry. They are one of the largest and most respected IT service providers in the world, with revenues of nearly $14 billion, and 87,000 professionals serving clients from almost every industry worldwide. Our client's vision is to be the world's leading next generation technology solutions and services provider. TCM has partnered with this company for over 15 years and have placed over 11,000 consultants on assignments with their end clients. The ideal candidate will have technical support certifications, such as the CompTIA A+, and at least 1 year of call center experience.
Helpdesk Technician
Bath, ME
4+ Month Contract
Main Responsibilities:
Provides technical support to users for basic computer related technical problems.
Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue.
Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems.
Resolves and/or refers more complex technical problems through a defined escalation process.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
Experience with solving computer related problems.
Experience with company products, operation systems and escalation policy.
Good communication, interpersonal and organizational skills.
Ability to work in a team environment.

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