Help Desk Support II

Help Desk Support II

Our client in Owings Mills, MDis looking for hardworking, motivated talent to join their team. This is a top financial services firm and this opportunity is ideal for someone looking for long term growth.Dont wait apply today!

What's in it for you?

• Pay range of$21-$25.00/hr
• Onsite to train and then a hybrid schedule
• Contract to hire opportunity
• Full time - 40 hours per week

Job Description


Required while working remotely:

• Quiet workspace Minimal Distractions
• Network with speeds greater than 5mbps upload and download
• Working laptop or PC 16gb of Ram
• Within 10 ft of router or modem
• Desk Phone will need to connect directly to box, Support suggest phones should be connected with cable 10ft or less
• Cell Phone Headphones/Earbuds Required for remote shadowing
• Each new hire will be provided the following from a Virtual Machine (VM), desk phone with power brick and ethernet cable and a headset (wireless not recommended for use at home).

• The ideal Help Desk Agent will blend excellent problemsolving & exceptional communication and interpersonal skills, with patience, a positive, customer-friendly attitude and a high work ethic.
• In addition, they should be motivated toward and will learn the basics of providing World Class customer service through expressing empathy, taking ownership and advocating on behalf of every call serviced.
• Digital natives, and those well immersed in technology, will find it easy to come up to speed supporting the broad spectrum of applications and processes serviced by the Help Desk using its ServiceNow web-based toolsets to search knowledge bases, document calls, complete requests and escalate incidents, all while following proven procedures. Agents will be provided initial classroom training in addition to periodic refresher trainings to orient, equip and facilitate proficiency in serving callers.
• Agents will work alongside more senior agents within a team atmosphere where the Escalated Customer Support group, Change and Incident Management personnel and actively engaged Supervisors are leveraged to assist in resolving at least 75% of the customer issues on the initial phone call.
• The ideal candidate will be able to perform well in a fluctuating pace environment, taking between 8 and 12 calls an hour when busy while exploiting low call volume times to complete manual efforts such as Order Processing and Followup call outs to customers.
• Because of the critical nature of the role, agents are expected to be punctual and consistent with their work attendance as essential personnel, managing personal needs and navigating weather events to be fully present during agreed upon work hours.
• Multiple unplanned agent absences may result in an immediate termination of the intern agreement.

• Ability to communicate clearly and confidently by phone and in writing
• Working knowledge and familiarity with Microsoft suite of Office Products
• Motivated toward delivering high levels of Customer Service
• Experience with Citrix
• Experience with Active Directory
• Experience with SCCM
• Experience troubleshooting software, user issues, and remoting into computers so resolve issues.
• Familiarity with ServiceNow
• Demonstrated Problem Solving ability Metric Dynamics
• Derives Satisfaction through Helping People with Technology
• Comfortable with all types of technology Digital Native

Why should you choose Experis?

• Medical, Dental, Vision, 401k
• Weekly pay with direct deposit
• Consultant Care support
• Free Training to upgrade your skills
• Dedicated Career Partner to help you achieve your career goals

Are you Interested?