United Software Group Inc. - US South
Service Desk Technician
This job is now closed
Job Description
- Req#: 2dd77de3f9402ac28cab0f4cf6c60263
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Recipient EmailShare CancelJob DescriptionService Desk Technician[Nashville, 37236], [Nashville, 37228], [Nashville, 37216], [Nashville, 37235], [Nashville, 37232], [Nashville, 37224], [Nashville, 37212], [Nashvle, 37243], [Nashville, 37218], [Nashvle, 37227], [Nashville, 37220], [Nashville, 37213], [Nashville, 37210], [Nashville, 37204], [Nashville, 37240], [Nashville, 37208], [Nashvl, 37227], [Nashville, 37214], [Nashville, 37243], [Nashville, 37234], [Nashville, 37242], [Nashville, 37229], [Nashville, 37206], [Nashville, 37202], [Nashville, 37244], [Nashville, 37207], [Nashville, 37250], [Nashville, 37203], [Nashville, 37215], [Nashville, 37205], [Nashville, 37211], [Nashville, 37209], [Nashvle, 37219], [Nashville, 37222], [Nashville, 37221], [Nashville, 37238], [Nashville, 37246], [Nashville, 37230], [Nashville, 37241], [Nashville, 37227], [Nashvl, 37243], [Nashville, 37219], [Nashville, 37201], [Nashvl, 37224], [Nashvle, 37224], [Nashville, 37217], Tennessee - United States | Posted - 11/07/22OverviewWe are looking for a Service Desk Technician
Location: Nashville TNS | On-site | C2H 3 months | Possibility to change for full time
QUALIFICATIONS
• 3+ years of experience as a Service Desk Agent or Help Desk Technical Support ( At Least 1 Year)
• Knowledge of advanced principles and methods of information processing, operating systems, system utilities, and technical methodologies used in desktop Point of Sale applications support
• Knowledge of advanced principles of Point-of-Sale peripheral troubleshooting
• Strong analytical and problem-solving skills
• Ability to work independently and stay focused and friendly under pressure
• Excellent communication, facilitation, project management, organizational and time management skills
• Skill and ability to handle multiple priorities and deadlines
• Ability to work as a member of a team
• Experience creating technical documentation for day-to-day operational support
• Experience with ticketing tool that processes and catalogs customer service requests, manage digital workflows
• Experience with Remote Access Tools
• Excellent communication and Soft Skills
• SQL Experience
RESPONSABILITIES:
• Liaison between L1 External Service Desk and L2 Applications, Operations, and Management (ser) Support Teams
• Troubleshoots and isolates problems with applications or hardware
• Systematically gathers information, sorts through complex issues, seeking input from others as appropriate
• Escalates issues that are unable to be resolved, within established guidelines, to the appropriate group for proper corrective action
• Plan, develop and maintain technical documentation and standard operational and support procedures
• Collaborate with support teams to coordinate knowledge transfer for new technologies
• Evaluate and make improvements to business processes. Ensuring the efficiency and improvements of SLA’s and Automations to increase productivity, reduce cost, and improve time management
• SSMS (SQL Server Management Studio) knowledge and proficiency to reduce the number of escalations to L2 and assist with backlog of incidents
• Escalation Point of Contact for L1 Service Desk in support of troubleshooting concepts, assessing issues and provide solutions for problems that cannot be handled by Level 1 Service Desk
• in-depth troubleshooting and backend analysis
• Downstream knowledge transfer, mentoring and promoting Level 1 Service Desk development, focus on call resolution and Service Desk Call metrics, provide guidance and learning experiences
• Assist with Escalation Management, “White Glove” investigations as a high priority
• Contribute to the reduction of L1 and L2 backlog incidents to help manage SLA’s
• Process Hardware Escalations & RMA’s. Evaluate L1 escalations to determine if handled and processed correctly.
Nidia Alvarado
(614) 368-9171
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About the company
United Software Group, Inc. (USG) is a Global Information Technology Consulting Company established in the year 2002 with its Headquarters in Columbus-Ohio, USA. USG is operating a business in 6 countries USA, Mexico, Canada, UK, Ireland and India. USG is a Minority Owned Enterprise (MBE) offering IT consulting, Talent Management and Staff Augmentation Solutions to its Clients. USG is recognized by INC5000 as Americas Fastest-Growing Private Companies and is honored with A+ rating by BBB as a mark of a trustworthy customer-oriented organization. USG’s services are based on requirements specified by operational business users from different industries such as Banking & Financial, Consumer Good and Distribution, Telecommunication, Insurance, Engineering, Healthcare, Life Sciences, Retail, Manufacturing and Automotive.